Implementation Manager

As a 15Five Implementation Manager, your mission is to manage new customer implementations, integrations, and data management strategy to ensure high levels of customer satisfaction. This involves serving as the primary point of contact and project manager for new customer implementations, monitoring and ensuring on-time completion of tasks and milestones, and providing weekly/bi-weekly status updates to customers and internal stakeholders. You will also help customers craft data strategies, implement user-data management frameworks, and advise on launch and communication strategy. Support for existing customers during upgrades, expansions, renewals, and Advisory Services Projects will also be expected. Additionally, you will present implementation plans to prospects, serve as a project manager during managed pilots with the support of a Sr. Implementation Manager. In the execution of this role, you will demonstrate team and company values while attending all required meetings and actively participating in team discussions and OKR planning sessions.

OUTCOMES

• Team KPIs
• Operating capacity: Implementation managers are expected to manage an average of 15+ projects split between: new business implementation, post-launch support (upgrades, new integrations, expansion, and relaunches), and advisory services projects (paid services, typically cross functional projects)
• On-time project completion: Ensure all implementation projects are completed on time to meet customer deadlines. Meet or exceed the established goals and deliver all services within the time allocated under the Statement of Work (SOW)
• Onboarding health: Monitor and maintain high levels of customer health during the onboarding process as well as the first 120 days of customer health. Target of GREEN ChurnScore during Onboarding, 75+% of Accounts have a Green Health Score during their first 120 days
• CSAT: Achieve high levels of customer satisfaction by meeting or exceeding customer expectations during implementation.




• New Customer Implementations
• Serve as the primary point of contact and Project Manager during Implementation
• Primarily focus on supporting Velocity Customers (<500 employees)
• Proactively monitor customer implementations to ensure successful and on-time completion of tasks and milestones to reach customer goals.
• Communicate weekly status updates to customers and internal stakeholders
• Maintain high levels of customer satisfaction while reducing time-to-value for our customers.
• Help customers connect their Business Outcomes to Project Goals, then configure the 15Five platform to reach their goals
• Serve as an expert in change management and communicate established best practices and recommendations for feature launch
• Advise customers on launch and communication strategy




• Integrations & Data Management Strategy
• Help new customers craft a data strategy that will support multiple features and use-cases within 15Five
• Consult with CSMs and existing customers on data strategy as required for new feature launches or relaunches
• Advise on recommended strategies for employee data management, user provisioning (SCIM/SSO), and integration configuration.
• Assist customers in csv template creation, native integration configuration, HRIS Connector configuration (via merge.dev), or SFTP configuration
• Assist customers in defining and implementing a scalable user-data management framework for their organization.
• Understand and explain the flow of data through the 15Five platform and other customer tools.




• Support Existing Customers
• Throughout the customer lifecycle the support of an Implementation manager may be needed. This can include but is not limited to: Upgrades, Expansion, Integration Configuration, User Data Strategy, Relaunch consultation, Advisory Services
• Work with Sr. Implementation Manager or Team Lead to assess project requests and make go/no go decisions on accepting projects
• Partner with Account Executives, Customer Success Managers, and Strategic Advisors to launch new products and services throughout the customer lifecycle.
• Align internal teams and customers to the Project Scope
• Serve as Project Manager and Primary Point of Contact for projects
• Proactively communicate updates to ensure on time completion of projects




• Pre-Sales Support
• Present implementation plans to prospects and answer prospects questions around the technical implementation of their use-case and level of support provided
• Serve as a Project Manager during Managed pilots of strategic accounts with the support of a Sr. Implementation Manager

COMPETENCIES

• Execution and strategic thinking
• Problem solving and decision making
• Leadership and accountability
• Collaboration and influence
• Business acumen and innovation

DESIRED EXPERIENCE

• 4-6  years of experience in Implementation, Project Management, or another client-facing role, preferably in a similar role with SaaS-based solutions
• Demonstrated success in driving implementations and managing multiple projects simultaneously
• Experience with HR systems and employee data management
• Expert knowledge of data principles and tools
• Ability to quickly learn technical specifications of multiple features
• Experience with SSO, SCIM, STFP, and other customer integrations
• Strong communication skills and ability to explain technical concepts to non-technical audiences
• Domain knowledge in performance management and employee engagement, and experience partnering with HR/People Ops stakeholders

SAMPLE WEEK IN THE LIFE

• Monday: Weekly company-wide Monday Boost meeting, review follow ups and action items from last week, have your 1-on-1 with your manager, attend internal meetings such as implementation and revenue organization stand ups.  Prepare for this week’s implementations. 




• Tuesday: Conduct a new customer kick-off call. Send follow ups.  Research/read latest product updates and mockups. Finalize your newest customer’s roll out plan.  




• Wednesday: Weekly company-wide Wednesday Boost, run multiple training sessions for customers all across the world.  Answer questions and send follow ups.  




• Thursday: Deep Work Thursday! Avoid scheduling internal meetings and spend at least 2 hours in Deep Work. Check in on a customer running their first Best-Self-Review, meet with executives to affirm their business goals and objectives, train administrators on how to configure their account. 




• Friday: Weekly (voluntary) company wide Question Friday meeting, complete your 15Five Check-in. Complete follow ups and administrative tasks, plan for next week.

ABOUT 15FIVE

15Five is the holistic performance management company. 15Five equips HR teams with a complete platform solution to improve manager effectiveness, drive high performance and engagement, and increase retention. 15Five’s easy-to-use software, coaching, manager training, and community enables HR leaders to continuously measure engagement and performance, and empower managers to drive change.

At 15Five, we focus on building a diverse team that prioritizes inclusivity and celebrates everyone’s unique identity. We are proud of our thriving hybrid culture that supports a remote-first workplace balanced with distributed office hubs, and annual opportunities for all employees to connect in person. We also offer:

- Full Medical, Dental, and Vision Insurance

- Flexible Time Off (minimum 3 weeks off every year)

- Employer paid Short-Term, Long-Term Disability, and Term Life

- 401K with 4% match at 6 months of employment

- Inclusive Benefits Stipend (to help cover some of the gap on medical needs not covered by traditional benefits)

- Up to 16 weeks Paid Parental Leave for birth and non-birth parents

- 11 paid holidays in 2024

- TalkSpace (mental health therapy)

- Headspace (mindfulness exercises for stress & sleep, including for children)

- Wellness Coach App (offers meditation and movement classes, courses, workshops, and panels in a live and interactive setting)

- Monthly reimbursement for internet

- Sabbatical Program accessed at 5 or 7 Years

- We also provide extensive training and development such as strengths discovery and alignment and Manager specific development opportunities

For more information see:

Our Mission, Vision, & Values - https://www.15five.com/about

Our People and Culture - https://www.15five.com/about/careers

Diversity, Equity, Inclusion, & Belonging - https://www.15five.com/deib

Our Personal & Professional Development Resources - https://www.15five.com/resources/content-library

Reading over the role description and feeling like you don’t check every box? That’s okay; if you think you have what it takes but don’t necessarily meet all the criteria, please apply—you could be exactly who we are looking for!

15Five follows equitable hiring practices. Our compensation programs are designed to attract, motivate, and retain talented employees who are highly engaged, high performing, and have an exceptional impact on the business and our customers.

The base salary range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the role across all US locations. We benchmark all roles for compensation in ranges relative to the top half of the market of similar tech companies using up-to-date market data. Within the range, individual pay is determined by budget allocated for the role and additional factors, including job-related competencies and skills, experience, and relevant education or training. Please note that the compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits. The US new hire base salary range for this full-time role is $79,500-$93,000 + bonus or commissions + equity + benefits. 

Note that base salary ranges are reviewed each year based on up-to-date market data, and team members who are performing are eligible for a merit increase, budget permitting. 

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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