Implementation Manager
1 week ago
Papaya Global, an award-winning B2B tech unicorn, is on a mission to revolutionize the payroll and payments industry. With over $400M raised from top-tier investors, our innovative technology offers a comprehensive solution for managing global workforces, covering 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.
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.
- 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.
- Join a rapidly growing, mission-driven company at the forefront of global payroll innovation.
- Work with a dynamic team passionate about redefining how businesses manage global talent.
- Enjoy a flexible work environment, competitive compensation, and a culture that values growth, collaboration, and impact.
- 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.
- Proficiency with payroll software platforms and HRIS/ERP systems.
- Strong understanding of data migration, system integration, and platform configuration.
- Ability to troubleshoot technical issues and collaborate with cross-functional teams for resolution.
- Experience managing multiple, concurrent implementation projects with excellent project planning skills.
- Familiarity with project management tools such as JIRA, Asana, Monday.com, or Microsoft Project.
- Exceptional verbal and written communication skills.
- Comfortable engaging with stakeholders at all levels, from payroll administrators to senior leadership.
- Strong client-facing presence and the ability to manage expectations with empathy and confidence.
- Fluency in Spanish and/or Portuguese.
- Experience with Salesforce CRM.
- Knowledge of global payroll processes, compliance regulations, and best practices across multiple regions (domestic and international experience highly valued).
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