Customer Implementation Manager

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. 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.