Implementation Manager

Workhuman•Framingham, MA

1d•Hybrid

About The Position

Workhuman’s Launch Success Managers help customers launch recognition programs and build successful recognition cultures. They guide customers through defining program goals, designing and configuring programs, and driving adoption. The role ensures each program is effectively communicated and supports the customer’s launch, adoption, and ramp goals, delivering the intended outcomes for both the client and Workhuman. This hybrid role requires three days per week onsite at Workhuman’s Framingham, Massachusetts office. The position involves managing multiple implementation projects, working with enterprise customers and internal teams, and traveling approximately 30% of the time.

Requirements

Experience guiding enterprise clients through a technology or change-management initiative.
Ability to work comfortably in a fast-paced, high-intensity, deadline-oriented environment.
Experience helping clients adopt best practices and navigate organizational change.
Demonstrated project management skills managing solutions for Fortune 500 customers.
Proficiency with Salesforce.com, Microsoft Project, and Microsoft Office.
Exceptional oral and written communication skills for documenting and communicating with internal and external resources.
Ability to work in a team environment with field sales, technical, marketing, consulting, and operations personnel.
Ability to achieve results through effective communication with other groups and by generating customer project plans.
Strong technical aptitude and understanding of the software-as-a-service (SaaS) delivery model.
Ability to work independently as a self-starter.
Ability to travel approximately 30% of the time.
College degree or equivalent work experience.
Minimum of 5 years of business experience, with demonstrated ability to manage complex programs for Fortune 500 customers.

Responsibilities

Guide customers through program goal definition, program design, configuration, and adoption.
Work with clients to complete a One Page Strategy for Success, defining program goals, objectives, ambitions, design, and launch risks.
Understand customers’ recognition ambitions and guide them toward best practices to achieve those goals.
Build trusted-advisor relationships and support customers’ overall satisfaction with Workhuman products and services.
Monitor and facilitate customer adoption of solution features and functionality to maximize return on investment.
Manage the client launch process from contract signature through solution deployment, taking responsibility for delivery of the selected product suite.
Manage multiple implementation projects simultaneously, communicating project data and tracking and analyzing project status according to established process guidelines.
Work directly with customer project teams and resources to identify, document, assign, and deliver mutually agreed customer-specific program requirements.
Manage customer and internal resources to meet milestones and targeted completion dates using internal project management tools.
Coordinate with internal or client resources to establish effective communication and training strategies that promote program awareness and adoption.
Chair onsite meetings and virtual webinars for large customer-facing or internal groups.