Customer Implementation Manager

Summary

Join Forma's Customer Implementation Team and build strong client relationships through successful implementations. As a Customer Implementation Manager, you will lead end-to-end implementations, ensuring seamless client transitions onto Forma's platform. You will act as the primary liaison between clients and internal teams, conducting needs assessments, developing project plans, and tracking progress. You will also serve as the voice of the customer, advocating for their needs and ensuring cross-functional alignment. This role requires strong project management skills, excellent communication, and the ability to manage multiple tasks effectively. Forma offers a remote-first work environment and a comprehensive benefits package.

Responsibilities

• 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 Qualifications

• 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

Benefits

• Remote-first working environment
• Medical, dental and vision insurance plans
• Employee wellness program
• Home Productivity program
• Team building program
• 401(k) savings plan
• Flexible PTO policy
• 12 weeks Parental Leave + 4 additional weeks for the Birthing Parent