Implementation Manager

Summary

Join 15Five as an Implementation Manager and deliver premium technical support, consulting, and project management during crucial customer launch events. You will design and execute tailored project plans, serve as the primary project manager for onboarding and launches, provide data strategy guidance, manage integrations, and ensure seamless collaboration. Success requires proactive communication, technical expertise, and alignment with 15Five's values. You'll manage multiple projects, monitor customer health, and achieve high customer satisfaction. The role involves collaborating with cross-functional teams, presenting implementation plans, and contributing to team objectives. 15Five offers a hybrid remote-first work environment and a comprehensive benefits package.

Requirements

• 4-6 years of experience in Implementation, Project Management, or another client-facing role, preferably in a similar role with SaaS-based solutions
• Demonstrated success in driving implementations and managing multiple projects simultaneously
• Experience with HR systems and employee data management
• Expert knowledge of data principles and tools
• Ability to quickly learn technical specifications of multiple features
• Experience with SSO, SCIM, STFP, and other customer integrations
• Strong communication skills and ability to explain technical concepts to non-technical audiences
• Domain knowledge in performance management and employee engagement, and experience partnering with HR/People Ops stakeholders

Responsibilities

• Provide expert consultation on user-data management strategies and HRIS integrations
• Collaborate with cross-functional teams to meet customer goals and reduce time-to-value
• Support expansion, upgrades, and professional services projects throughout the customer lifecycle
• Help new customers craft a data strategy that will support multiple features and use-cases within 15Five
• Consult with CSMs and existing customers on data strategy as required for new feature launches or relaunches
• Advise on recommended strategies for employee data management, user provisioning (SCIM/SSO), and integration configuration
• Assist customers in csv template creation, native integration configuration, HRIS Connector configuration (via merge.dev), or SFTP configuration
• Assist customers in defining and implementing a scalable user-data management framework for their organization
• Understand and explain the flow of data through the 15Five platform and other customer tools
• Throughout the customer lifecycle the support of an Implementation manager may be needed. This can include but is not limited to: HRIS integrations/user data management, performance review cycle launches, engagement survey launches, user data strategy, relaunch consultation
• Work with Sr. Implementation Manager or Team Lead to assess project requests and make go/no go decisions on accepting projects
• Partner with Account Executives, Customer Success Managers, and Strategic Advisors to launch new products and services throughout the customer lifecycle
• Align internal teams and customers to the Project Scope
• Serve as Project Manager and Primary Point of Contact for projects
• Proactively communicate updates to ensure on time completion of projects
• Demonstrates team and company values on a daily basis
• Demonstrate Role Specific Competencies
• Attend all required company, department, team, and 1-on-1 meetings. Show up on time (1 minute early), prepared, and present (do not multitask)
• Actively participate in team discussions and OKR planning sessions
• Own key results on team objectives Help maintain and improve our processes, technology, templates, and resources to better serve our customers
• Suggest new ideas or innovative approaches to our process. Challenge the status quo
• Ability to “disagree and commit” as needed
• Present implementation plans to prospects and answer prospects questions around the technical implementation of their use-case and level of support provided
• Serve as a Project Manager during Managed pilots of strategic accounts with the support of a Sr. Implementation Manager
• Independently manages new customer implementations, integrations, and data management strategy while maintaining high levels of customer satisfaction
• Monitors customer implementations to ensure on-time completion of tasks and milestones
• Communicates weekly status updates to customers and internal stakeholders
• Advises customers on launch and communication strategy
• Independently serves as a project manager and manages short/medium-term projects, with minimal supervision
• Handles issues that arise through the day-to-day execution of the function, without needing to escalate to manager
• Proactively identifies and proposes new ways to contribute to company/team
• Independently finds ways to be productive
• Consistently demonstrates a strong working knowledge of implementation / Project Management, 15Five’s platform functionality, and the concepts of performance management
• Resolves medium-scope problems independently and consistently demonstrates understanding of short and long-term impacts
• Proactively and independently identifies issues, root causes, and maps out the path needed to solve problems
• Applies judgment to prioritize problems to solve
• Uses analytics to make informed decisions and to continuously improve implementation processes
• Learning to mentor others / Starting to provide coaching and support to cross-functional peers
• Accountable to the team for own decisions and actions
• Informed participant in team-level decisions
• Works with the manager to identify appropriate career progression and development objectives
• Seeks mentorship and guidance from more experienced members of the team or senior cross functional team members
• Actively participates in the development of team goals and initiatives
• Effectively communicates and presents implementation strategies and plans to customers and prospectsIndependently manages cross-team discussions and directs deliverables, deadlines, and hand-offs effectively
• Independently manages common sources of cross-team tension or escalates as appropriate
• Proactively proposes ideas to improve 15Five's culture and supports others' ideas (versus detracts)
• Contributes to an inclusive and effective environment for collaboration
• Ensures teammates and fellow employees feel a sense of belonging
• Developing a deep understanding of the market, including trends, challenges, and opportunities
• Proactively seeks out information and insights related to the role, industry, competitors, and customers to stay up-to-date and informed
• Understands how 15Five's products and services fit into the broader business landscape and can effectively communicate this to customers and stakeholders

Benefits

• Full Medical, Dental, and Vision Insurance
• Flexible Time Off (minimum 3 weeks off every year)
• Employer paid Short-Term, Long-Term Disability, and Term Life
• 401K with 4% match at 6 months of employment
• Inclusive Benefits Stipend (to help cover some of the gap on medical needs not covered by traditional benefits)
• Up to 16 weeks Paid Parental Leave for birth and non-birth parents
• 16 paid holidays in 2025
• TalkSpace (mental health therapy)
• Wellness Coach App (offers meditation and movement classes, courses, workshops, and panels in a live and interactive setting)
• Thrive Time (2 hours of time on Friday dedicated to your personal self-care/self-growth/recharge activities)
• Monthly reimbursement for internet
• Sabbatical Program accessed at 7 Years
• We also provide extensive training and development such as strengths discovery and alignment and Manager specific development opportunities