Client Implementation Manager

Description

The company runs a global workforce platform built on compliance. It helps employers decide how to engage each worker and then carries that out, through direct Employer of Record and Agent of Record services, payroll, and compliance. Analysts NelsonHall and Everest Group name it a category Leader.

The team is spread across the U.S., the UK, India, Colombia, China and other locations. The company also runs an ESG program covering its environmental footprint, employee wellness, diversity, charity work and ethical governance.

In this role you support the Operations team in hitting client milestones and goals, managing onboarding projects from start to finish, keeping clients satisfied, and working with internal and external stakeholders.

Responsibilities

• Be the main contact for several high-value clients and earn their trust by meeting, then exceeding, their needs during implementation.
• Write and maintain phased project plans for small to enterprise clients, covering goals, scope, timelines and resourcing.
• Run strategic discovery with clients to learn their processes and expansion plans, then work with internal teams to design and configure solutions.
• Lead impact analyses and detailed change management plans so the client experience stays smooth.
• Spot risks and problems early during implementation and manage the fixes before they grow.
• Write and keep up documentation and procedures for client onboarding and offboarding.
• Tailor global onboarding and offboarding processes to each client's needs and policies.
• Keep clients and internal stakeholders informed so the project succeeds.
• Guide and train clients so they adopt the platform well and stay engaged after go-live.
• Set up and run quality control checks to confirm deliverables meet the agreed standards.
• Own risks and issues, escalate where needed, and resolve them quickly to hit milestones and keep clients satisfied.
• Work with internal departments to keep project timelines on track, and hold them to their dependencies and commitments.

Requirements

• At least 5-7 years as an Implementation Manager or Client Onboarding Manager, or in a similar role.
• Strong skill with project management, CRM and ticketing tools such as Asana, Zendesk and Hubspot.
• 3-5 years of proven client management or solutions work with large to enterprise clients.
• Experience in HR and/or payroll, with a solid grasp of global processes, practices and regulations.
• A track record of spotting problems, finding workable solutions, and adapting when conditions change.
• Excellent organization, communication and time management, so you can handle many tasks and deadlines at once.
• Skill in data analysis and making decisions based on data.
• A proven ability to drive accountability, handle objections and get past obstacles.
• Strong time management and organization, so you can meet deadlines and balance competing priorities.
• PMP (Project Management Professional) or an equivalent certification is preferred.

Conditions

Other duties or skills may be required, accommodation is available on request during hiring, and decisions weigh business needs and candidate merit.

Benefits

• Work on a clear purpose: making global expansion across borders and cultures simpler.
• A diverse, inclusive workplace.
• Country-specific benefits.
• Flexible paid time off.
• A day off on your birthday, plus a day to volunteer for the organization of your choice.
• A generous parental leave program.
• Growth and development, with access to a leading learning content provider.
• The chance to stretch yourself in a high-performing organization and see the impact you make each day.