Technical Account Manager - HRIS & Payroll

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

In addition to customer-facing ownership, you will contribute directly to the development of our internal Technical CoE:

• 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.

Post-Go-Live Support & Stabilisation

• 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.

Integrations & System Architecture

• 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.

Customer Health & Risk Management

• 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.

Technical Advisory & Optimisation

• 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.

Cross-Functional Collaboration

• 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.

Incident & Escalation Management

• 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.