Implementation Manager

As a 15Five Implementation Manager, your mission is to deliver premium technical support, consulting, and project management during critical customer launch events, ensuring high levels of satisfaction and successful adoption of the 15Five platform. You will design and execute tailored project plans for key customer launches while serving as the primary project manager for managed onboarding, performance review cycles, and engagement survey launches, while providing data strategy guidance, managing integrations, and ensuring seamless collaboration with internal and external stakeholders.
Your responsibilities will include:- Providing expert consultation on user-data management strategies and HRIS integrations.- Collaborating with cross-functional teams to meet customer goals and reduce time-to-value.- Supporting expansion, upgrades, and professional services projects throughout the customer lifecycle.
Success in this role will require proactive communication, technical expertise, and adherence to 15Five’s values.

OUTCOMES

• Team KPIs
• Operating capacity: Implementation managers are expected to manage an average of 15+ projects split between new business implementation, post-launch support for BSR’s, Professional Services Projects (Paid services)
• On-time project completion: Ensure all implementation projects are completed on time to meet customer deadlines and 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 Account 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.


• 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.


• Managed Event Launches
• Throughout the customer lifecycle the support of an Implementation manager may be needed. This can include but is not limited to: HRIS integrations/user data management, performance review cycle launches, engagement survey launches, user data strategy, relaunch consultation
• Work with Sr. Implementation Manager …