Implementation Manager

Description

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.

The Implementation Manager is part of the Client Services team, and acts as primary point of contact guiding clients through implementation projects. Success in this position requires exceptional client service, detail-oriented precision; the ability to thrive in a dynamic, team-focused environment, and a passion for helping others achieve results

Key Responsibilities

Client Onboarding & Project Management

• Oversee the client onboarding process, including initial consultation, software configuration, data migration, and system testing.
• Develop and manage detailed project plans, timelines, and deliverables to ensure successful implementation within agreed timelines.
• Work directly with key stakeholders to gather requirements, understand specific payroll needs, and tailor solutions accordingly.
• Ensure that clients receive clear communication and regular updates throughout the implementation process.
• Identify and communicate project risks and take proactive measures to mitigate them.

Problem Solving

• Collaborate with internal teams, including Product Development, Account Management, and Support, to address and resolve issues during implementation.
• Implement corrective actions and continuous improvement measures to ensure smooth project delivery.

Process Improvement

• Gather feedback and insights from clients to drive future product improvements and refine the implementation approach.
• Identify gaps in the implementation lifecycle and propose new strategies or tools to enhance service delivery.
• Work with the product team and Implementation Leadership to suggest improvements based on client feedback and recurring implementation challenges.

Compliance & Documentation

• Ensure that all implementations are compliant with local, regional, and international payroll regulations.
• Maintain comprehensive documentation of each project, including client requirements, configuration settings, and project outcomes.
• Facilitate the handover to the Account Management and Customer Ops teams once implementation is complete.

Requirements

• Minimum of 5 years of experience in payroll software implementation.
• Strong understanding of payroll processes, tax regulations, and best practices in various regions (domestic and international payroll experience is a plus).

Technical Expertise:

• Proficiency in payroll software platforms and related HRIS/ERP systems.
• Strong knowledge of data migration, system integration, and software configuration.
• Ability to troubleshoot technical issues and collaborate with IT or product teams to resolve system challenges.
• Proven hands-on experience applying AI tools in implementation workflows beyond basic usage, including data migration validation, project tracking, client communication, reporting automation, and improving delivery accuracy and efficiency

Project Management:

• Demonstrated experience in managing multiple implementation projects simultaneously, with strong project management skills.
• Ability to develop and maintain detailed project plans and timelines.
• Familiarity with project management tools (e.g., JIRA, Asana, or MS Project).

Communication:

• Excellent interpersonal and communication skills, with the ability to work effectively with clients, senior leadership, and cross-functional teams.
• Strong client-facing skills, with the ability to manage client expectations and build long-term relationships