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Senior Customer Onboarding Manager



Customer Service
United States
Posted on Tuesday, February 6, 2024

About Forma

The market for employee benefits is broken. Companies spend millions annually on employee benefits that employees neither value nor regularly use. Founded in 2017, Forma set out to build a better model by challenging traditional one-size-fits-all approaches.

Forma’s flexible benefits software helps companies offer competitive benefits packages while reducing costs and inefficiencies, by giving employees more choice and flexibility in how they spend their benefit allowances. The platform also saves HR professionals countless hours managing and supporting various point solutions.

Using Forma, companies can select from a suite of products that include Lifestyle Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more to design and deliver customized benefits programs–all through a single platform. Employees then have three choices to spend account funds: The Forma Store with discounted products and services, The Forma Visa Card, or claim reimbursement backed by Forma’s world-class member support team.

Forma has helped hundreds of the world’s most admired companies, including Stripe, Zoom, Lululemon, and Affirm, design and support flexible, inclusive benefits programs for nearly a million employees. And, we are seeing great success with 98% customer retention, 75 NPS, and 98 CSAT ratings from members.

Forma is backed by Emergence Capital and Ribbit Capital and has received numerous awards for its exponential growth, its software innovation, and as a “Great Place to Work.”

About the Role

The Forma Customer Onboarding Team exists to build strong, long-term relationships with our clients through a successful new client onboarding. As the first impression of client service, this team sets the tone for the future of the relationship.

As a Senior Customer Onboarding Manager, you will work with clients on sophisticated onboarding processes to help them get the most out of Forma. You will ensure a seamless client transition onto Forma and will have the opportunity to closely partner with almost every internal team in the process.

You Will

  • Lead large and complex implementations of Forma for our most important customers - from the sales process all the way through successful launch

  • Partner closely with primary client contacts in HR Benefits and stakeholders from Payroll, HRIS, IT, and Finance to ensure a smooth onboarding

  • Evaluate client needs for the initial scope of onboarding and develop project specifications based on the assessment

  • Prepare and maintain project plans and client-facing communications including but not limited to project timelines, schedules, agendas, and training plans.

  • Monitor project deliverables and progress through the duration of onboarding and manage deviations as appropriate

  • Join late-stage sales meetings to provide onboarding expertise and recommendations to help close a deal

  • Work closely with product and engineering teams on product enhancements and serve as the customers' voice

Preferred Skills

  • 5+ years of client onboarding, implementation, or project management experience working with Enterprise clients

  • Strong project management skills, the ability to manage multiple tasks and responsibilities, and experience working under time constraints is a must

  • Experience working with IT & external vendors and business system teams on technical integration, data exchange, file specifications, file encryption and transmission, SSO, and testing

  • Demonstrated ability to manage complex projects from end to end

  • Ability to communicate and work across client organizations

  • Solutions-oriented team player who takes initiative and is accountable for results

  • Attention to detail and the ability to analyze and problem solve

  • Experience working with mid-market and enterprise clients is preferred

  • Experience in at least one of the following is preferred: healthcare spending accounts, benefits, or payroll

Benefits and Perks

  • Remote-first working environment

  • Medical, dental and vision insurance plans

  • Employee wellness program

  • Home Productivity program

  • Team building program

  • 401(k) savings plan

  • Flexible PTO policy

  • 12 weeks Parental Leave + 4 additional weeks for the Birthing Parent

At Forma, we value diversity, and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Duties and responsibilities may not all be covered in the description, or may change over time at the discretion of Forma. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Forma, we welcome diverse perspectives, and people who think rigorously / aren't afraid to challenge assumptions. Join us!