Own and lead end-to-end implementation of Forma for new customers, guiding them from post-sales implementation through successful program launch, including upsell and expansion initiatives for existing clients.
Own customer expansion, upsell, and file-based projects, ensuring clear timelines and successful execution.
Drive customer file escalations to resolution, partnering with internal teams to deliver timely and accurate outcomes.
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.
Develop, manage, and maintain 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.

1-3 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

Customer Implementation Associate

Key skills