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
