Forma

Implementation Specialist

• 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.

Customer Implementation Associate

Customer Support

• Provide our customers immediate support via live-chat/messaging, email, ticketing, social media, and phones.
• Leverage your deep understanding of our Internal Support Portal to address our users’ concerns quickly and accurately.
• Make recommendations for members with your deep knowledge about Forma’s product.
• Represent the voice of the customer to help shape the future roadmap of the product.
• Proactively orchestrate efficient and optimal communication across varying member touch points with our platform.
• Champions patience and empathy when engaging with users, coming from a desire to support them with their positive intentions.
• Collaborates within immediate teams, or other business verticals for cross-team projects and initiatives to drive and enhance the member experience.
• Aligns with results-based performance; deeply understands prioritizing key performance indicators as an individual and as a team.
• Is an authentic Forma Ambassador, fully-equipped to represent Forma across both internal team communications and external member engagement.
• Ability to be flexible to schedule/shift changes including weekend coverage, and understanding of global customer support.

Senior Customer Support Advocate

Customer Success Manager

• Provide ongoing support to a portfolio of standard customers, serving as a consistent point of contact to help customers adopt core product features and achieve early success.
• Execute proactive, scalable customer engagement programs, including scheduled check-ins, adoption reminders, webinars, group trainings, and mass email campaigns in partnership with the Customer Education team.
• Monitor customer health indicators, usage trends, and engagement signals to identify customers who may need additional outreach or support.
• Proactively reach out to customers showing early signs of disengagement or confusion, using defined playbooks and guidance.
• Respond to customer inquiries in a timely and organized manner, ensuring follow-ups are completed and no requests are left unresolved.
• Provide basic product guidance and troubleshooting for common questions, and coordinate with Support, Product, or other internal teams when escalation is required.
• Keep customers informed on the status of open questions, requests, or issues, communicating clearly and setting appropriate expectations around next steps and timelines.
• Support customer renewals in an auto-renewal model, including outreach, coordination, and issue resolution, with ongoing guidance from management and CX leadership.
• Identify and surface potential expansion or cross-sell opportunities based on customer needs and product usage, partnering with Account Management for execution.
• Share recurring customer feedback, trends, and insights with internal teams to help improve the customer experience and inform product and process improvements.
• Collaborate closely with Support, Operations, Education, Implementation, and Product teams to help scale and refine our standard customer success approach.

Customer Implementation Associate

Senior Customer Support Advocate

Customer Success Associate