Implementation Manager
- Compensation
- Not disclosed
- Location
- Austin, TX
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 5+ years
- Category
- Customer success
- Posted
Skills
Must have
- 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.
- Hands-on experience building AI-powered workflows, automations, or custom AI solutions that improve implementation processes, customer onboarding, project management, reporting, or operational efficie
- Experience creating AI-driven workflows, agents, or no/low-code automations that are integrated into day-to-day work processes and improve team productivity.
- Ability to identify opportunities for AI adoption and implement practical solutions that improve implementation scalability, customer experience, and operational efficiency.
Full description
Papaya Global is a rapidly growing, award-winning B2B tech unicorn with an ambitious mission to revolutionize the payroll & payments industry. With over $400M raised from multiple tier-one investors, our innovative technology provides a comprehensive solution for managing global workforces, encompassing everything from hiring and onboarding to managing and paying employees in over 160 countries.
We are seeking a highly motivated Implementation Manager to join our Client Services team. In this role, you'll act as the primary point of contact for new clients, guiding them through every phase of the implementation process—from initial discovery to go-live. Success in this role requires exceptional project management skills, a detail-oriented mindset, and a passion for helping clients unlock the full value of our platform.
The ideal candidate also has an AI-builder mindset and is able to leverage AI-powered workflows and automations to improve implementation efficiency, customer experience, and operational processes.
Key Responsibilities
Client Onboarding & Project Management
- 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.
- Leverage AI-powered workflows and automations to streamline onboarding activities, project tracking, customer communications, documentation, and implementation reporting.
Problem Solving & Cross-Functional Collaboration
- 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.
- Identify opportunities to use AI tools and automations to improve collaboration, issue resolution, and communication across implementation teams.
Process Optimization & Feedback Loops
- 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.