The Partner Success Specialist – Employment Hero is responsible for end-to-end implementation, optimisation and ongoing enablement of the Employment Hero (EH) HR and Payroll platform for our clients. This role ensures implementations are delivered on time and to a high standard, supports continuous improvement of client systems, trains client users and internal team members, and provides high-quality troubleshooting and platform guidance.
Key Outcome 1: Deliver successful Employment Hero implementations end-to-end
* Manage implementation projects from kick-off to go-live, ensuring scope, timelines and deliverables are clear.
* Maintain and update project plans, tasks, milestones and risks; keep stakeholders informed of progress.
* Gather required information from clients (employee data, payroll rules, policies, templates, org structure).
* Coordinate client actions and follow-ups to keep projects moving and avoid delays.
* Configure EH to align with agreed design, compliance requirements and client processes.
Key Outcome 2: Accurate data migration and system configuration
* Prepare, cleanse and validate client data for import/migration (employee records, leave balances, pay items, classifications, etc.).
* Complete data imports/migrations and reconcile results to ensure accuracy and completeness.
* Set up core system configuration including:
* Templates (letters, contracts, policies, forms)
* Approval workflows (leave, timesheets, onboarding, changes, etc.)
* Onboarding workflows and checklists
* Organisational structure, roles and permissions
* Conduct quality checks and document configuration decisions for internal reference and future support.
Key Outcome 3: Optimise EH and roll out new features to improve client outcomes
* Review client usage and recommend improvements to system setup and workflows.
* Configure and roll out new features/modules where applicable and beneficial.
* Identify automation opportunities to reduce admin burden and improve compliance.
* Maintain awareness of EH product updates and translate updates into practical business benefits for clients.
Key Outcome 4: Deliver high-quality training, workshops and user enablement
* Provide structured training to client administrators and end users (HR, managers, employees).
* Develop and maintain clear user guides, step-by-step instructions and "how-to" resources.
* Run workshops with HR partners and client groups to communicate what's new, how it works, and why it benefits the business.
* Tailor training to user capability, business needs and platform maturity (new to EH vs established).
* Ensure clients are confident, capable and self-sufficient with agreed processes post go-live.
Key Outcome 5: Build internal capability and support delivery excellence
* Train and coach internal team members on EH functionality, processes and common troubleshooting steps.
* Support Admin & Support teams to resolve system issues efficiently and accurately.
* Provide internal demos and "toolbox sessions" to uplift knowledge and consistency.
* Contribute to internal SOPs, checklists and implementation playbooks to standardise delivery.
Key Outcome 6: Support sales enablement and partner portal administration
* Conduct EH demos for prospects and clients, focusing on relevant use cases and benefits.
* Log leads accurately in the Employment Hero Partner Portal and maintain records.
* Set up implementation projects promptly upon sale/engagement, ensuring correct client details and scope are captured.
* Liaise with internal sales/BD on handover details, expectations and next steps.
Key Outcome 7: Operational support, coverage and client experience
* Provide coverage for leave periods and assist with onboarding activities as required.
* Support client onboarding tasks (account setup, user access, initial guidance, scheduling training).
* Troubleshoot platform issues and provide clear, timely guidance to clients and internal teams.
* Escalate platform issues to EH support when required and manage follow-up through to resolution.
* Maintain high standards of client communication, professionalism and responsiveness.
Key Performance Indicators (KPIs)
* Implementations delivered on time and within agreed scope
* Data migration accuracy and reconciliation outcomes
* Client satisfaction (e.g., feedback, NPS, testimonials)
* Reduction in support issues through improved setup and training
* Training completion and user adoption outcomes
* Quality and clarity of documentation/resources produced
* Timely lead logging and project setup completion
* Internal team capability uplift (measured through reduced escalations and improved consistency)
Key Skills & Experience
* Demonstrated experience implementing and configuring Employment Hero HR & Payroll (or comparable HRIS/payroll platforms)
* Strong project coordination skills: planning, milestones, risks, stakeholder management
* High attention to detail, especially with data handling, imports and reconciliation
* Ability to translate system capability into practical business process improvements
* Confident trainer/facilitator with ability to run workshops and demos
* Clear written communication skills for user guides and instructions
* Problem-solving mindset and strong troubleshooting capability
* Comfortable working with multiple client projects concurrently and meeting deadlines
Qualifications (Desirable)
* Qualifications in HR, Payroll, Business, Systems, Project Management or related field (or equivalent experience)
* Exposure to Australian payroll/IR fundamentals (highly regarded)
Personal Attributes / Behavioural Competencies
* Client-focused and solutions-oriented
* Organised, proactive, and accountable
* Confident communicator who can simplify complexity
* Collaborative team player who supports others and shares knowledge
* Calm under pressure, able to prioritise competing demands
* Continuous improvement mindset