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.

• 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 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

• Team Contributions 
• Demonstrates team and company values on a daily basis
• Demonstrate Role Specific Competencies 
• Attend all required company, department, team, and 1-on-1 meetings. Show up on time (1 minute early), prepared, and present (do not multitask).
• Actively participate in team discussions and OKR planning sessions
• Own key results on team objectives Help maintain and improve our processes, technology, templates, and resources to better serve our customers.
• Suggest new ideas or innovative approaches to our process. Challenge the status quo.
• Ability to “disagree and commit” as needed.

• 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

• EXECUTION & STRATEGIC THINKING
• Independently manages new customer implementations, integrations, and data management strategy while maintaining high levels of customer satisfaction.
• Monitors customer implementations to ensure on-time completion of tasks and milestones.
• Communicates weekly status updates to customers and internal stakeholders.
• Advises customers on launch and communication strategy.
• Independently serves as a project manager and manages short/medium-term projects, with minimal supervision.
• Handles issues that arise through the day-to-day execution of the function, without needing to escalate to manager.
• Proactively identifies and proposes new ways to contribute to company/team.
• Independently finds ways to be productive.

• PROBLEM SOLVING & DECISION MAKING
• Consistently demonstrates a strong working knowledge of implementation / Project Management, 15Five’s platform functionality, and the concepts of performance management.
• Resolves medium-scope problems independently and consistently demonstrates understanding of short and long-term impacts.
• Proactively and independently identifies issues, root causes, and maps out the path needed to solve problems.
• Applies judgment to prioritize problems to solve.
• Uses analytics to make informed decisions and to continuously improve implementation processes.

• LEADERSHIP & ACCOUNTABILITY
• Learning to mentor others / Starting to provide coaching and support to cross-functional peers
• Accountable to the team for own decisions and actions.
• Informed participant in team-level decisions.
• Works with the manager to identify appropriate career progression and development objectives.
• Seeks mentorship and guidance from more experienced members of the team or senior cross functional team members.
• Actively participates in the development of team goals and initiatives.

• COLLABORATION & INFLUENCE
• Effectively communicates and presents implementation strategies and plans to customers and prospectsIndependently manages cross-team discussions and directs deliverables, deadlines, and hand-offs effectively.
• Independently manages common sources of cross-team tension or escalates as appropriate.
• Proactively proposes ideas to improve 15Five's culture and supports others' ideas (versus detracts).
• Contributes to an inclusive and effective environment for collaboration.
• Ensures teammates and fellow employees feel a sense of belonging.

• BUSINESS ACUMEN & INNOVATION
• Developing a deep understanding of the market, including trends, challenges, and opportunities
• Proactively seeks out information and insights related to the role, industry, competitors, and customers to stay up-to-date and informed.
• Understands how 15Five's products and services fit into the broader business landscape and can effectively communicate this to customers and stakeholders.

• 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

• 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 Boost, 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

- 16 paid holidays in 2025

- TalkSpace (mental health therapy)

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

- Thrive Time (2 hours of time on Friday dedicated to your personal self-care/self-growth/recharge activities)

- Monthly reimbursement for internet

- Sabbatical Program accessed at 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 base salary $80,000 - $90,000 + equity + benefits. The OTE for this role is $86,000 - $96,750 (base + targeted bonus).

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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