Client Implementation Manager

Who you are

• You have work experience as an Implementation Manager or Client Onboarding Manager, with a minimum of 5-7 years in a similar role; PMP (Project Management Professional) or equivalent certification is preferred
• High level of proficiency with project management, CRM, and ticketing software (Asana, Zendesk, Hubspot, etc.)
• You have 3-5 years of proven client management or solutions experience with large to enterprise clients
• You have experience in HR and/or Payroll, with a strong understanding of global processes, practices, and regulations
• You have proven experience in identifying issues, finding solutions, and adapting to changing circumstances
• You have excellent organization, communication, and time-management skills to manage multiple tasks and deadlines
• You have proficiency in data analysis and the ability to make data-driven decisions
• Proven ability to drive accountability, navigate objections, and overcome challenges
• You have strong time management and organizational skills, allowing you to meet project deadlines and manage competing priorities

What the job involves

• Join our dynamic team as a Client Implementation Manager and play a crucial role in supporting our Operations team to achieve milestones and goals for our clients
• We seek a passionate and innovative individual who can effectively manage client onboarding assignments, demonstrate exceptional project management skills, and ensure customer satisfaction
• The ability to lead projects, manage key stakeholders, and collaborate with internal and external parties is critical to success. This is an exciting opportunity to make a significant impact
• Serve as the main point of contact for multiple high-value clients, building trust and ensuring their needs are met and exceeded throughout the Implementation phase
• Develop and maintain detailed phased project plans for small to enterprise clients that outlines project goals, scope, timelines, and resource requirements
• Collaborate with clients on strategic discovery to understand their business processes, expansion needs, and work with internal teams to develop and configure solutions
• Drive impact analyses and comprehensive change management plans to ensure a seamless client experience
• Identify and communicate potential risks or challenges during the Implementation phase and proactively manage solutions
• Develop and maintain comprehensive documentation and procedures for client onboarding and offboarding
• Collaborate with clients to customize global onboarding and offboarding processes, aligning with their specific needs and policies
• Effectively communicate with clients and internal stakeholders to ensure project success
• Provide guidance, training, and support for clients to ensure they have effective adoption and continued engagement post-implementation
• Establish and implement quality control processes to ensure project deliverables meet the specified standards
• Take ownership, escalate, and resolve risks and issues in a timely manner to ensure client satisfaction by meeting milestones and goals
• Collaborate with internal departments and stakeholders to ensure project timelines are met and hold them accountable for project dependencies and commitments
• This position description may not describe all duties, responsibilities, and skills associated with this position. It is intended to portray the major aspects of the job. Other duties or skills may be required