Payroll Tax SME & Knowledge Expert

Overview

This role serves as the internal authority on payroll tax, providing expert guidance on complex configuration decisions, escalated issues, pre-sales conversations, and product advisory. The Payroll Tax SME & Knowledge Expert supports Implementation, Enablement, Sales, and Product teams by offering deep tax expertise and ensuring the long-term tax knowledge of the team is maintained and scaled through training content and decision frameworks.

Responsibilities

Product Management

• Act as the primary payroll tax subject matter expert for Product and Engineering teams, ensuring features and logic comply with current regulations.
• Translate customer and prospect feedback into prioritized product enhancement recommendations for the tax product roadmap.
• Assist product leaders in prioritizing initiatives and aligning engineering teams to execute key roadmap items.
• Participate in user acceptance testing (UAT) to validate new releases against real-world tax scenarios.
• Resolve complex or escalated customer issues related to implementation, data mapping, file exports, agency interactions, and software usage.
• Provide product insights and market information to enhance customer stories and marketing assets.

Customer Advisory

• Advise customers on complex tax configurations, best practices, and escalated issues involving data mapping, file exports, and agency interactions.
• Handle one-off advisory requests such as data reviews and scenario-specific guidance outside standard support workflows.
• Participate in select pre-sales conversations to address complex tax questions and help prospects understand solution capabilities.
• Assist in building and testing demo environments to ensure accuracy and relevance.

Knowledge & Training Contribution

• Collaborate with the Training team to develop training content, configuration guides, and decision frameworks based on deep tax and product knowledge.
• Serve as the go-to tax knowledge resource for GTM, Sales, Support, Compliance, and Operations teams.
• Stay current on federal, state, and local payroll tax regulatory changes and communicate relevant updates proactively.

Engagement Scenarios

• Complex configuration decisions involving tax judgment, such as multi-jurisdiction cases and non-standard filer relationships.
• Escalated customer issues requiring both tax expertise and technical knowledge.
• Pre-sales engagements where deep tax expertise is critical.
• Product advisory activities including feature design reviews and UAT.
• Responding to regulatory changes with proactive communication.
• Providing one-off advisory support for strategic configuration planning.

Requirements

Required Qualifications

• Minimum 12 years of experience in payroll, payroll tax, or tax operations with mastery of multi-jurisdictional payroll tax regulations, agency requirements, and filing/payment processes.
• Deep, current knowledge of federal, state, and local payroll tax regulations and their application to software configuration and customer challenges.
• Hands-on experience with payroll tax or HCM software beyond end-user level.
• Proven ability to communicate complex tax knowledge clearly and credibly to diverse audiences.
• Experience in customer-facing or advisory roles with influence on high-stakes product decisions.
• Direct experience with end-to-end payroll tax filing software, impoundment, payment, and reconciliation platforms.

Preferred Qualifications

• Experience with HCM platforms such as UKG, SAP SuccessFactors, Workday, or PeopleSoft in payroll tax configuration.
• Background working with HCM resellers, payroll service bureaus, or multi-employer environments.
• Experience in software UAT within tax or compliance product contexts.
• Exposure to sales cycles, pre-sales engineering, or solution consulting.
• Professional certification such as Certified Payroll Professional (CPP) or Fundamental Payroll Certification (FPC).
• Bachelor's degree in Business, Accounting, Finance, or a related field.

Compensation & Benefits

Information on compensation and benefits is not provided in this description.

Location

Location details are not specified in this description.