Client Implementation Manager

Responsibilities

• Serve as the main point of contact for multiple high-value clients, building trust and ensuring their needs are met and exceeded throughout the Implementation phase.
• Develop and maintain detailed phased project plans for small to enterprise clients that outlines project goals, scope, timelines, and resource requirements.
• Collaborate with clients on strategic discovery to understand their business processes, expansion needs, and work with internal teams to develop and configure solutions.
• Drive impact analyses and comprehensive change management plans to ensure a seamless client experience.
• Identify and communicate potential risks or challenges during the Implementation phase and proactively manage solutions.
• Develop and maintain comprehensive documentation and procedures for client onboarding and offboarding.
• Collaborate with clients to customize global onboarding and offboarding processes, aligning with their specific needs and policies.
• Effectively communicate with clients and internal stakeholders to ensure project success
• Provide guidance, training, and support for clients to ensure they have effective adoption and continued engagement post-implementation
• Establish and implement quality control processes to ensure project deliverables meet the specified standards.
• Take ownership, escalate, and resolve risks and issues in a timely manner to ensure client satisfaction by meeting milestones and goals
• Collaborate with internal departments and stakeholders to ensure project timelines are met and hold them accountable for project dependencies and commitments

About you

• You have work experience as an Implementation Manager or Client Onboarding Manager, with a minimum of 5-7 years in a similar role; PMP (Project Management Professional) or equivalent certification is preferred.
• High level of proficiency with project management, CRM, and ticketing software (Asana, Zendesk, Hubspot, etc.)
• You have 3-5 years of proven client management or solutions experience with large to enterprise clients
• You have experience in HR and/or Payroll, with a strong understanding of global processes, practices, and regulations.
• You have proven experience in identifying issues, finding solutions, and adapting to changing circumstances
• You have excellent organization, communication, and time-management skills to manage multiple tasks and deadlines.
• You have proficiency in data analysis and the ability to make data-driven decisions.
• Proven ability to drive accountability, navigate objections, and overcome challenges
• You have strong time management and organizational skills, allowing you to meet project deadlines and manage competing priorities