Customer Implementation Associate

Forma

1d•Remote

About The Position

The Forma Customer Implementation Team exists to build strong, long-term client relationships by delivering a smooth and successful onboarding experience. As one of the first points of contact in the customer journey, this team plays an important role in setting expectations, building trust, and creating a strong foundation for future partnership. As a Customer Implementation Associate, you will support clients through structured implementation processes to help them successfully transition onto the Forma platform. You will partner closely with internal teams to coordinate key milestones, manage project timelines, and ensure launch readiness. You will also assist with customer expansion efforts, file-based projects, and resolving client questions or escalations as they arise. This role offers strong exposure across teams and systems, providing an opportunity to build expertise in benefits administration, project management, and cross-functional collaboration while delivering a high-quality client experience.

Nice To Haves

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

Responsibilities

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.