• Own and lead end-to-end implementation of Forma for new customers, guiding them from post-sales implementation through successful program launch, including upsell and expansion initiatives for existing clients. • Own customer expansion, upsell, and file-based projects, ensuring clear timelines and successful execution. • Drive customer file escalations to resolution, partnering with internal teams to deliver timely and accurate outcomes. • Act as the primary liaison between customers and internal teams, collaborating closely with key stakeholders in HR Benefits, Payroll, HRIS, IT, and Finance to ensure a seamless and effective implementation experience. • Develop, manage, and maintain project plans, including timelines, milestones, agendas, and client-facing training materials, ensuring alignment across all stakeholders. • Track project progress and deliverables throughout the implementation lifecycle, proactively identifying risks and managing deviations to keep initiatives on schedule and within scope. • Serve as the voice of the customer within Forma, advocating for client needs and feedback while ensuring cross-functional alignment with Product, Engineering, Support, and Customer Success teams.