Implementation Manager

Summary

Join Fountain's growing team as an Implementation Manager, responsible for ensuring customer success by managing the implementation process of Fountain's products. You will be the technical and operational lead, driving adoption and customer value. This role involves managing project delivery, system consulting, configuration, integrations, QA, setup, and customer education. You will optimize documentation, process, strategy, and KPIs for the Implementation and Onboarding team. Success requires comprehensive project management knowledge, strong organization, effective communication, and collaboration. The role involves working with customers of varying sizes, from small businesses to large enterprises.

Requirements

• High-level understanding of the HR space, including hiring and workforce management concepts
• At least 4 years of experience in a similar role; e.g., implementation, project management, professional services, consulting, etc
• Proven track record with mid-market or enterprise engagements; able to lead autonomously to successfully deliver customers’ desired business outcomes
• Bachelor's Degree or equivalent work experience
• Proficiency with Google Suite, ticketing systems (e.g. Intercom, Linear) and basic proficiency with AI-driven technologies (e.g. ChatGPT, Claude, etc.)
• Ability to manage time and work effectively within a fast-paced, changing environment that is going through high growth
• Comfortable working with customers to research business processes, diagnose and resolve software issues. Must understand driving factors for customer requirements
• Understanding of and ability to explain system-to-system integrations
• Demonstrated ability to influence cross-functional partners and upper management to impact decision-making
• HR Tech Experience with an ATS, CRM, or HRIS
• Ability to travel onsite for customer kickoff meetings (typically 1-2 times per quarter)

Responsibilities

• Partner with sales to define project scope and ensure a seamless customer experience
• Own customer relationships through implementation (post-sale / pre-account management), collaborating with customers and internal stakeholders to understand business goals and define an implementation strategy
• Handle implementations of varying scales (small business to enterprise scale) with a focus on time to value for customers
• Carry out implementation projects from beginning to end stages for smb, mid-market, and small enterprise customers
• Leverage Fountain software in the most efficient of ways in order to best teach and support customers, serving as a product expert
• Complete virtual consultations and optimization strategies, supports roll-outs
• Perform complex data migrations and advanced CSV imports/exports (ATS, CRM, HRIS, background, and assessment)
• Understand the fundamentals, processes, and terminology of corporate and high-volume recruiting and workforce management environments, as well as a basic conceptual understanding of ATS, CRM, Payroll, and HRIS platforms

Preferred Qualifications

• PMP, Agile, SHRM, PHR, or related certifications
• Workato, Zapier, or similar integration middleware experience
• Familiarity with project management tools such as Asana

Benefits

• Competitive health plans
• A retirement plan
• A flexible vacation policy
• Paid holidays
• Monthly lunch stipends
• Annual allowances for ongoing education related to your profession and career advancement
• Home office, cell phone, and wellness reimbursements