Customer Implementation Manager

Who you are

• 2-5 years experience in project management, customer success or related role
• Strong project management skills, the ability to manage multiple tasks and responsibilities, and experience working under time constraints is a must
• Demonstrated ability to manage projects from end to end
• Ability to communicate and work across client organizations
• Solutions-oriented team player who takes initiative and is accountable for results
• Attention to detail and the ability to analyze and problem solve
• You're encouraged to apply even if your experience doesn't precisely match the job description

What the job involves

• The Forma Customer Implementation Team exists to build strong, long-term relationships with our clients through a successful new client Implementation
• As the first impression of client service, this team sets the tone for the future of the relationship
• As a Customer Implementation Manager, you will work with clients on sophisticated Implementation processes to help them get the most out of Forma
• You will ensure a seamless client transition onto Forma and will have the opportunity to closely partner with almost every internal team in the process
• Own and lead end-to-end implementation of Forma for new customers, guiding them from post-sales onboarding through successful program launch, including upsell and expansion initiatives for existing clients
• Act as the primary liaison between customers and internal teams, collaborating closely with key stakeholders in HR Benefits, Payroll, HRIS, IT, and Finance to ensure a seamless and effective implementation experience
• Conduct thorough needs assessments to define the scope of implementation projects, translating business requirements into clear, actionable project specifications
• Develop, manage, and maintain detailed project plans, including timelines, milestones, agendas, and client-facing training materials, ensuring alignment across all stakeholders
• Track project progress and deliverables throughout the implementation lifecycle, proactively identifying risks and managing deviations to keep initiatives on schedule and within scope
• Serve as the voice of the customer within Forma, advocating for client needs and feedback while ensuring cross-functional alignment with Product, Engineering, Support, and Customer Success teams

Benefits

• Remote Friendly
• Health Care
• Flexible PTO
• Parental Leave
• Lifestyle Stipend
• Team Building Stipend
• Productivity Stipend
• Career Opportunities