At a Glance
- Tasks: Lead technical support for enterprise HRIS and payroll systems, ensuring smooth operations post-implementation.
- Company: Join Flat Rock Technology, a fast-growing consulting firm partnered with a global tech leader.
- Benefits: Competitive salary, remote work options, and opportunities for professional growth.
- Other info: Dynamic role with excellent career advancement opportunities in a collaborative environment.
- Why this job: Shape the future of HRIS and payroll implementations while making a real impact.
- Qualifications: 3-6+ years in Technical Account Management or similar roles, with strong HRIS and payroll knowledge.
The predicted salary is between 60000 - 80000 £ per year.
About the Opportunity
Flat Rock Technology has entered into a strategic partnership with our client to deliver HRIS, Payroll and Global Workforce implementation services across Central and Eastern Europe. As part of our growing Professional Services practice, you'll work alongside our client's global teams to deliver world-class customer implementations while helping build Flat Rock's regional consulting capability. This is an opportunity to join a newly expanding delivery function where you'll help shape how enterprise HRIS and Payroll implementations are delivered in the region - combining the scale and sophistication of a global technology leader with the agility and ownership of a fast-growing consulting practice. You will be employed by Flat Rock Technology and embedded within this strategic delivery partnership.
About the Role
Our client is at the forefront of the global work revolution, tackling complex challenges that impact millions of people's working lives. Backed by a $17.3 billion valuation and $1B in Annual Recurring Revenue (ARR) in just over five years, they are transforming how organisations hire, manage, and pay global talent across borders. This role sits within our Technical Centre of Excellence (CoE) - a specialist internal function responsible for deep technical expertise, solution design standards, and post-implementation excellence across our partners ecosystem.
As a Technical Account Manager (TAM), you will be the technical owner of enterprise customer health post-implementation, ensuring HRIS, payroll, and integrated system environments operate reliably, efficiently, and at scale. You will act as both:
- A hands-on technical advisor for enterprise customers, and
- A centre of excellence contributor shaping how we design, integrate, and scale implementations globally.
This role sits at the intersection of Customer Success, Implementation, and Technical Architecture, with a strong emphasis on integrations, system reliability, and post-go-live optimisation across HRIS, payroll, finance, and identity ecosystems.
Centre of Excellence (CoE) Responsibilities
- Define and evolve technical implementation standards for HRIS, Payroll, and API-based integrations.
- Become certified across HRIS, payroll, and API/integration capabilities, maintaining deep platform expertise.
- Support the creation of reference architectures for HRIS, payroll, finance (ERP), ATS, and identity system integrations.
- Maintain and enhance reusable integration assets, templates, and implementation accelerators.
- Contribute to solution design governance for complex or multi-country enterprise deployments.
- Help onboard, train, and mentor future Technical Account Managers and Implementation Consultants as the practice scales.
- Act as a technical escalation authority and design reviewer for complex integration or payroll architecture decisions.
Responsibilities
Technical Account Ownership- Act as the primary technical point of contact for assigned enterprise customers post-implementation.
- Develop a deep understanding of each customer's environment, including HRIS, payroll, integrations, entities, and workflows.
- Own the ongoing technical health, stability, and performance of customer environments.
- Serve as a trusted technical advisor to HR, Payroll, Finance, and IT stakeholders.
- Support customers through post-go-live stabilisation and ongoing operational cycles.
- Troubleshoot and resolve complex issues relating to system configuration, payroll processing, data flows, and integrations.
- Coordinate with Product, Engineering, Payroll Operations, and Implementation teams to resolve technical incidents.
- Ensure accurate and timely execution of payroll runs and HR workflows across cycles.
- Support and maintain integrations between the system and external systems, including HRIS, ATS, ERP, finance, and identity platforms.
- Diagnose and resolve integration failures, API issues, and data inconsistencies across connected systems.
- Advise customers on system architecture, data flows, and integration best practices.
- Ensure end-to-end data integrity across HR, payroll, finance, and identity ecosystems.
- Partner with Technical Account Managers and Implementation teams to ensure scalable, repeatable integration design patterns.
- Proactively monitor customer system health and identify technical risks, inefficiencies, or integration vulnerabilities.
- Conduct regular technical health checks and service reviews with customers.
- Escalate and manage high-impact technical issues with urgency and clarity.
- Track recurring issues and contribute to long-term structural resolution strategies.
- Provide ongoing technical guidance to optimise configurations and integrated environments.
- Recommend improvements to workflows, system architecture, and integration design.
- Support customer expansion into new countries, entities, payroll setups, and system integrations.
- Enable customers to adopt new product features from a technical and integration perspective.
- Collaborate closely with Customer Success Managers, Implementation Consultants, Payroll Specialists, Product, and Engineering teams.
- Translate complex customer technical issues into structured requirements and design inputs.
- Contribute to product feedback loops by identifying recurring technical issues and integration gaps.
- Coordinate cross-functional resolution of complex enterprise incidents.
- Own technical escalations for enterprise and high-priority customers.
- Lead resolution of critical incidents impacting payroll, integrations, or system functionality.
- Ensure clear and structured communication during incidents, including status updates and resolution timelines.
- Conduct post-incident reviews and contribute to prevention and system hardening strategies.
Qualifications
- 3 - 6+ years of experience in Technical Account Management, Solutions Engineering, Implementation, Technical Customer Success, or similar roles.
- Strong understanding of HRIS and payroll platforms, ideally in multi-country environments.
- Experience with HRIS and payroll implementation platforms (e.g. Deel, Workday, HiBob, SAP SuccessFactors, Oracle HCM, ADP, Ceridian, or similar).
- Strong understanding of payroll solutions as well as HRIS platforms, including configuration, testing, and operational cycles.
- Experience working with SaaS platforms and enterprise customers.
- Strong knowledge of system integrations, APIs, middleware, and data flows across HRIS, payroll, ERP, ATS, finance, and identity systems (e.g. Azure AD, Okta).
- Strong problem-solving skills with the ability to diagnose and resolve complex technical and integration issues.
- Excellent stakeholder management skills, with experience engaging senior HR, Payroll, Finance, and IT leaders.
- Ability to translate technical issues into clear business impact and actionable solutions.
- Experience working closely with Product and Engineering teams in fast-paced environments.
- Strong communication skills and ability to operate effectively in high-pressure or incident-driven situations.
- Highly organised, proactive, and detail-oriented mindset.
- Fully proficient in English.
What Success Looks Like
- Enterprise customers experience stable, reliable HRIS, payroll, and integrated system operations post-go-live.
- Technical, integration, and data issues are proactively identified and resolved before impacting customers.
- Strong, trusted technical relationships are built with senior HR, Payroll, Finance, and IT stakeholders.
- Integration architecture is robust, scalable, and standardised across implementations.
- Customer environments are optimised for expansion across countries, entities, and systems.
- Internal CoE standards and assets materially improve implementation quality and speed.
- Effective collaboration across Product, Engineering, and Customer teams drives continuous improvement.
Technical Account Manager - HRIS & Payroll employer: Flat Rock Technology ?
Flat Rock Technology is an exceptional employer that fosters a dynamic work culture, encouraging innovation and collaboration within its expanding Professional Services practice. Employees benefit from comprehensive training and growth opportunities, working alongside global teams to deliver impactful HRIS and Payroll solutions across Central and Eastern Europe. With a focus on employee well-being and a commitment to shaping the future of enterprise implementations, Flat Rock offers a unique environment where your contributions directly influence the success of both clients and the company.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager - HRIS & Payroll
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Flat Rock Technology ?. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Flat Rock Technology ? before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Account Manager - HRIS & Payroll
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Flat Rock Technology ?:Your cover letter is your chance to shine! Tell us why you want to work at Flat Rock Technology ? specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Flat Rock Technology ?!
How to prepare for a job interview at Flat Rock Technology ?
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
