Customer Implementation Manager

About the Role

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.

You Will

• 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.

Preferred Skills

• 2-5 years experience in project management, customer success, or a 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.