Senior Implementation Manager

Senior Implementation Manager

As a Senior Implementation Manager, you will be responsible for setting customers up for long‑term success on Fountain by managing the implementation process for customers across Fountain's growing suite of products.

As the primary point of contact post‑sale and pre‑customer success, you will drive adoption and customer value by managing overall project delivery, including system configuration, QA, set‑up, and customer education.

To be successful in this role, you should be organized and process‑driven, communicate clearly with non‑technical audiences, manage multiple projects simultaneously, and build strong relationships with customers and internal stakeholders.

• Partner with sales to define project scope and ensure a seamless customer experience from post‑sale through go‑live
• Own customer relationships through implementation (post‑sale/pre‑account management), collaborating with customers and internal stakeholders to define implementation strategy and business goals
• Carry out implementation projects end‑to‑end for small enterprise and mid‑market customers, with a focus on speed to value
• Serve as a product expert, leveraging Fountain software in the most efficient ways to teach and support customers
• Complete virtual consultations and configuration walkthroughs; support customer rollouts and user training
• Perform standard data migrations and CSV imports/exports across common HR tech platforms (ATS, CRM, HRIS)
• Develop a working understanding of HR and recruiting workflows, including familiarity with ATS, HRIS, and payroll platforms
• Leverage AI tools to accelerate project documentation, generate status updates, summarize customer meetings, and manage workstream visibility across concurrent implementations

At Fountain, we believe AI is a force multiplier for implementation teams. Implementation Managers are expected to actively use AI tools to work smarter, not just faster.

• Meeting efficiency:
  Use AI to transcribe, summarize, and extract action items from customer and internal calls, reducing manual note‑taking and ensuring nothing falls through the cracks
• Project documentation:
  Draft status reports, implementation plans, and stakeholder updates with AI assistance, then refine for accuracy and tone before distributing
• Customer communication:
  Use AI to draft initial versions of follow‑up emails, kickoff agendas, and go‑live checklists, keeping communication loops tight without sacrificing quality
• Technical problem‑solving:
  Leverage AI to research configuration questions, draft set‑up documentation, and prepare for customer training sessions
• Knowledge management:
  Use AI to help maintain and improve playbooks, ensuring implementation documentation stays current as Fountain's product suite evolves

Comfort with AI‑assisted workflows is expected. Experience with tools such as Claude, ChatGPT, Notion AI, or similar platforms is a plus.

• Solid understanding of the HR space, including hiring and workforce management concepts
• 4‑6 years of experience in a similar role; e.g., implementation, project management, professional services, or consulting
• Experience with HR tech platforms such as an ATS, CRM, or HRIS
• Proven track record managing mid‑market customer engagements end‑to‑end, with a focus on delivering value quickly and predictably
• Bachelor's degree or equivalent work experience
• Proficiency with Google Suite and ticketing systems (e.g. Intercom, Linear)
• Strong time management skills; able to manage multiple implementations simultaneously in a fast‑paced environment
• Comfortable working with customers to research business processes, diagnose software issues, and translate requirements into configuration decisions
• Working knowledge of system integrations and ability to explain data flows clearly to non‑technical stakeholders
• Comfort using AI tools to improve workflow efficiency and output quality
• Ability to travel onsite for customer kickoff meetings (typically 1‑2 times per quarter)

• PMP, Agile, SHRM, PHR, or related certifications
• Familiarity with mid‑market or enterprise HRIS platforms (e.g. Rippling, ADP, BambooHR, UKG,…