What are the responsibilities and job description for the Implementation Manager position at Immediate?
We’re looking for a proactive and customer-focused Implementation Manager to join our growing team. In this role, you’ll lead new customer implementations from kickoff through go-live—ensuring a seamless onboarding experience and delivering on Immediate’s promise of responsive, high-quality service. You’ll be responsible for managing communications, timelines, and training for newly signed customers, while building strong relationships and ensuring each launch sets the stage for long-term success.
- Manage all communication with assigned customers
- Lead all project management duties required for implementing and onboarding newly signed customers
- Accurately communicate the mission of Immediate and present information through video conferencing or in-person meetings
- Train customers remotely or in person and provide any help or education to new users through our help desk system
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Offer service and technical support to users through phone, chat, and customer support software
- Follow communication procedures, guidelines, and policies
- Guide customers to use self-help resources
- Keep records of customer interactions
- Meet personal and customer service team goals
- 2 years of experience in customer success or implementation project management
- Experience with software onboarding and troubleshooting
- Familiarity with payroll systems strongly preferred
- Excellent interpersonal, communication, and presentation skills
- Strong organizational skills and attention to detail
- Able to work independently and manage multiple projects simultaneously
- Comfortable using CRM, ticketing, and project management tools
- Adaptable, solutions-oriented, and focused on customer outcomes
- Must pass a background check
- Full-time position
- Medical, dental, vision, and 401(k)
- On-demand access to your earned wages
- Mission-driven culture focused on financial wellness and empowerment