Forma is looking for a Customer Implementation Associate to help our clients successfully transition onto our platform. You will own the end-to-end implementation process, managing project plans and timelines while acting as the primary liaison between customers and internal teams.
What You'll Do
- Own and lead end-to-end implementation of Forma for new customers, guiding them from post-sales through successful program launch.
- Manage customer expansion, upsell, and file-based projects, ensuring clear timelines and successful execution.
- Drive customer file escalations to resolution by 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.
- Develop, manage, and maintain project plans, including timelines, milestones, agendas, and client-facing training materials.
- Track project progress and deliverables throughout the implementation lifecycle, proactively identifying risks and managing deviations.
- 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.
What We're Looking For
- Strong project management skills.
- The ability to manage multiple tasks and responsibilities.
- Experience working under time constraints.
Nice to Have
- 1-3 years experience in project management, customer success or a related role.
- Demonstrated ability to manage projects from end to end.
- Ability to communicate and work across client organizations.
- A solutions-oriented team player who takes initiative and is accountable for results.
- Attention to detail and the ability to analyze and problem solve.
Team & Environment
Part of the Forma Customer Implementation Team.
Benefits & Compensation
- Remote-first working environment.
- Medical, dental and vision insurance plans.
- Employee wellness program.
- Home Productivity program.
- Team building program.
- 401(k) savings plan.
- Flexible PTO policy.
- 12 weeks Parental Leave + 4 additional weeks for the Birthing Parent.
Work Mode
This role operates in a global context.
At Forma, we value diversity, and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
