Customer Implementation Manager

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: (Not provided in the description)

Forma is a company focused on building a better model for employee benefits by challenging traditional one-size-fits-all approaches. Their flexible benefits software helps companies offer competitive benefits packages while reducing costs and inefficiencies, by giving employees more choice and flexibility in how they spend their benefit allowances. The platform also saves HR professionals countless hours managing and supporting various point solutions. Forma has helped hundreds of the world’s most admired companies, including Stripe, Zoom, Lululemon, and Affirm, design and support flexible, inclusive benefits programs for nearly a million employees. They boast a high customer retention rate (98%), a strong NPS (75), and high CSAT ratings (98) from members.

Requirements

• Strong communication and interpersonal skills
• Project management skills
• Ability to collaborate with multiple internal teams
• Understanding of HR benefits and payroll processes
• Ability to translate business requirements into actionable project specifications

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 deliverable

Application Instructions

• (Not provided in the description)

Company Information

• Founded: 2017
• Backers: Emergence Capital and Ribbit Capital
• Awards: Received numerous awards for exponential growth, software innovation, and as a “Great Place to Work.”
• Website: (Not provided in the description)