Implementation Lead - Payroll (d/f/m)

Overview Customer Satisfaction & Customer Experience — Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our team of 1,500 Personios is building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. The Role will require 3 days a week in the office and is based in Munich or you can be fully remote. Our Customer Experience team collaborates across Personio to ensure that customer voices are at the heart of everything we do. We advocate for our customers, using data-driven insights to shape our customer experience strategies and influence what we build. What You’ll Do Book of Business Ownership (Player/Coach) Own a portfolio of customer implementation projects, ensuring timely go-live and activation. Oversee and support the books of business managed by each Implementation Specialist, ensuring consistent standards and outcomes across the team. Maintain a clear overview of project statuses, risks, and success metrics for both personal and team portfolios. Performance Management & Forecasting: Set clear, measurable expectations for each team member, conduct regular 1:1 check-ins, review progress, and support ICs with action plans for at-risk accounts; use data and dashboards to monitor performance and drive timely interventions. Address underperformance promptly through feedback, coaching, and, when needed, formal performance improvement plans. Operational Excellence: Delivery predictability, escalations, continuous improvement; monitor team performance metrics (e.g., on-time go-live, CSAT) and implement data-driven strategies to improve outcomes. Serve as the primary escalation point for critical implementation issues, ensuring timely resolution and customer satisfaction. Drive process improvements to enhance team efficiency and reduce time-to-go-live while improving go-live percentages. Contribute input to capacity planning based on project lead times, durations, and skill coverage across the team. Customer Satisfaction & Customer Experience: Ensure high levels of customer satisfaction during the implementation process (CSAT or equivalent) and deliver a positive, solution-oriented customer experience. Balance operational efficiency with delivering real value for customers, ensuring go-live/activation and satisfaction targets are met. Coaching, Enablement & Skill Coverage (Payroll implementation readiness): Coach team members on project management, customer engagement, and implementation execution; measure proficiency against role baselines and track competence to reduce delivery risk. Develop and implement training/enablement to strengthen team capability and readiness for future challenges. Foster a culture of accountability, development, resilience, and continuous improvement. Cross-functional Collaboration: Work with key stakeholders to remove roadblocks and align on shared delivery goals; represent the Payroll Implementation perspective in leadership discussions. Experience What You’ll Need to Succeed Significant experience in customer-facing SaaS/B2B roles (e.g., implementation, consulting, CSM) and people leadership experience. Experience owning and delivering a portfolio of customer projects with predictable outcomes. Payroll Domain Proven hands-on German payroll implementation experience and a solid understanding of end-to-end payroll processes (Germany is required; additional countries are a plus). Ability to lead payroll software implementations end-to-end, combining strategic oversight with hands-on execution to unblock the team and de-risk delivery. Strong capability to translate payroll requirements into implementation decisions with a focus on automation and process optimisation, while ensuring accuracy and compliance outcomes. Ability to collaborate effectively with local payroll experts and cross-functional teams where country-specific payroll requirements impact delivery. Skills & Behaviours Strong project management skills. Strong coaching and feedback capability; ability to develop others through mentoring and practical support. Excellent communication, conflict resolution, and ability to simplify complex topics and build trust. Resilient, adaptable, comfortable with ambiguity and change; growth mindset leadership style. Success measures (KPIs) Primary (your Priority Outcomes): Go-live and activation rates (team-level); Forecast accuracy and proactive risk management across the team portfolio. Quality & customer outcomes (guardrails): Customer satisfaction (CSAT or equivalent); On-time go-live rate target; Time to activation. Team capability & sustainability: Close skill/profile gaps via internal development and hiring; Team engagement and strong feedback from ICs and cross-functional partners. Why Personio? Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and value our diverse, values-driven culture. We are proud to have an inclusive workplace that supports development regardless of gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race. We value in-person collaboration while offering flexibility. This role is office-based with 3 days a week required in the contracted office location. The remaining days can be worked from home or in the office. You also receive 20 Flex Days per year to work remotely from other locations. Additional benefits include: Competitive reward package (salary, benefits, and pre-IPO equity) reevaluated each year 28 days of paid vacation plus an additional day after 2 and 4 years 1 Impact Day (fully paid) to support environment and society Generous family leave, child support, mental health support, and sabbatical opportunities Regular team events, meals, cultural initiatives, snacks, drinks, and weekly catered lunch #J-18808-Ljbffr Personio