Forma

Customer Implementation Associate

Forma

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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.

Requirements

  • 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
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementimplementationcustomer successrisk managementfile-based projectstimeline managementmilestone trackingtraining material developmentproblem solvinganalytical skills
Soft Skills
communicationcollaborationattention to detailinitiativeaccountabilitysolutions-orientedteam playertime managementcustomer advocacystakeholder alignment