We are seeking a growth-minded Customer Implementation Manager to join our client’s team, helping them strategically scale their customer implementations, elevate their customer satisfaction program, and organically grow their recurring, relationship-based software business.

As a Customer Implementation Manager, you will work directly with their management team and customer fulfillment team to combine your industry experience in the large employer human resources space with our client’s track record of delivering high-quality, simple SaaS solutions

to their customers.

You’ll love getting to know their customers, who are leaders in human resources, benefits administration, compliance, and compensation within their respective organizations. Your opportunity will be to deliver the highest level of customer service during multi-year renewal projects and first-year implementation projects. You will build new relationships, listen to understand needs and challenges, solve complex opportunities, and promote the value that their HRIS software provides.

You Want To: 

• Work in a highly collaborative, team-oriented environment, where your voice is heard and you are not just another number.
• Continue to grow your skill set as a SaaS Implementation Manager while working for a stable, well-established, rapidly growing leader in the HRIS space.
• Join an organization that values work/life balance and allows you to work remotely

You Will:

• Lead customers and fulfillment team members through the implementation of Total Rewards Statements and other employee communication solutions utilizing our Client’s Software standard product capabilities, documentation, and best practices.
• Develop long-lasting, trusted, meaningful professional relationships with our customer base of experienced human resources and finance professionals from a variety of industries.
• Manage stakeholder expectations, milestones, and deliverables effectively by utilizing Software applications for planning, tracking timelines, and task management.
• Follow and improve product implementation processes, documentation, and examples.
• Ensure that implementation projects remain within scope and manage any exceptions that arise, providing additional add-on recommendations and proposal definition as needed.
• Enhance our customer experience program to systematically monitor and improve our customer satisfaction levels.
• Manage information reporting integrations with industry-standard HRIS, payroll, and benefits platforms.
• Orient customer human resources teams on how to use our software interface through demonstrations, training, and support.
• Provide leadership and coaching to other fulfillment team members.
• Manage six or more concurrent customer project implementations through communication, timeline tracking, issue documentation, and validation testing.
• Facilitate project meetings, cadence calls, and other touchpoints with appropriate individuals to ensure progress and on-time delivery of detailed activities.
• Ensure the quality and consistency of implementations by personally reviewing and validating software configurations, information reporting, and other deliverables.
• Communicate on Zoom with professionalism, ownership, and enthusiasm.
• Respond to communications via task tracking software, email, and messaging.
• Weekly coordination, forecasting, and metric review meetings with the management and fulfillment teams.
• Writing and design improvements of existing and new product collateral, implementation guides, samples, and training materials.

You Have:

• A high school diploma and ideally hold an associate’s degree in business, accounting, management, or engineering.
• Minimum of six years of career experience in a human resources-oriented professional role.
• Three years of recent career experience implementing software technology solutions for human resources management, payroll, or benefits administration for large employers, either as a service provider or as a customer (i.e. Paylocity, ADP, Paycor, etc.)
• Proficiency in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, etc.)
• Strong interpersonal skills in all forms, including written on a computer, verbal in person, verbal over the phone, and interactive on video and screenshare.
• The ability to complete an onboarding workflow that includes background checks, drug screening, and information security awareness training.

Catch Talent is a high-touch recruiting agency that delivers end-to-end talent acquisition solutions to growing technology, digital media, and professional services companies. Headquartered in Charleston, SC, Catch brings decades of technical recruiting expertise to both local and national clients and offers a full range of flexible solutions including direct placement hiring, recruitment process outsourcing, contract, and contract-to-hire models. Catch specializes in the full talent attraction lifecycle by sourcing and recruiting qualified candidates who are interview-ready, culturally-aligned, and ready to make an immediate impact - learn how at catchtalent.com.

Catch Talent provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.