Implementation Manager
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Job Description
Implementation Manager overseeing client onboarding processes for Papaya Global's payroll solutions. Leading projects from discovery to go-live to enhance client satisfaction and operational efficiency.
Responsibilities:
- Lead end-to-end client onboarding, including initial discovery, platform configuration, data migration, testing, and go-live support.
- Develop and manage comprehensive project plans, ensuring milestones and deadlines are met across all phases of the implementation.
- Collaborate with client stakeholders to understand business needs and payroll requirements, tailoring solutions accordingly.
- Maintain consistent, proactive communication with clients throughout the implementation journey.
- Identify risks or blockers early and implement mitigation strategies to ensure successful project delivery.
- Work closely with internal teams—Product, Account Management, Support, and Engineering—to resolve issues and deliver optimal client outcomes.
- Implement solutions to recurring challenges and contribute to process improvements that enhance client satisfaction and operational efficiency.
- Collect client feedback and analyze implementation trends to inform continuous improvement initiatives.
- Partner with Product and Implementation Leadership to suggest enhancements based on client pain points, product limitations, or process bottlenecks.
- Proactively identify gaps in onboarding workflows and propose innovative tools or approaches to improve client outcomes.
- Ensure all implementations adhere to regional and international payroll compliance requirements.
- Maintain detailed documentation for each project, including requirements, configurations, workflows, and outcomes.
- Facilitate a structured handover to Account Management and Customer Success team’s post-implementation.
Requirements:
- Bachelor’s degree or equivalent professional experience.
- 3–5+ years in a customer-facing role, preferably in SaaS or payroll/HR tech environments.
- 3–5+ years of experience with payroll implementation or processing in the Americas.
- Solid understanding of service models such as PEO, EOR, ASO, AOR, and contingent workforce solutions.
- Proven ability to manage multiple client projects simultaneously from discovery to go-live.
- Strong analytical and problem-solving skills, with a proactive approach to issue resolution.
- Excellent time management skills with the ability to juggle multiple priorities in a fast-paced environment.
- Customer-centric mindset with outstanding relationship-building capabilities.
- Experience in Change Management and continuous improvement practices.
Benefits:
- Flexible work environment
- Competitive compensation
- Culture that values growth, collaboration, and impact
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