Implementation Specialist/Associate - Customer Success
About the role
Zorro is looking for an Implementation Manager to join our Customer Success team. In this role you will be responsible for executing the technical and operational requirements needed to bring new employer groups live on Zorro’s ICHRA and platform. You will partner with employers and brokers to ensure a successful onboarding, coordinate internal workflows, systems, and data that drive timely, accurate, and compliant implementations.
Key responsibilities
Onboarding Intake & Discovery - Join the Client Success Manager in kickoff calls with employers and brokers to capture requirements, confirm implementation needs, and align on timelines, payroll integrations, and compliance considerations.
Implementation Operations - Execute the configuration of employer groups in Zorro’s platform, including validating employer and employee data, setting up platform, and confirming payroll connections and funding mechanisms.
Payment & Funding Operations - Process and validate the setup of employer funding workflows and premium payments, ensuring banking and payment processes are functional prior to launch.
Support Readiness - Document implementation details and manage timelines to ensure a seamless transition for the client into ongoing servicing once they go live.
Project Management & Tracking - Maintain and update project timelines, track key milestones, and proactively follow up on outstanding items to ensure onboarding projects stay on schedule for launch.
Who you are
Strong Operator - Skilled at executing structured processes that bring new employer groups live, ensuring accuracy and consistency at every step.
Detail-Oriented Executor - You thrive in the weeds, handling complex workflows with precision, knowing that compliance and client trust depend on getting it right the first time.
Tech-Comfortable - Confident navigating new systems, integrations, and tools. Bonus if you’ve worked with benefits platforms or case management systems like Intercom and Hubspot.
Process-Focused & Curious - You’re eager to learn Zorro’s implementation workflows quickly, ask smart questions when gaps arise, and suggest improvements that streamline execution.
Startup-Minded - A self-starter who thrives in a fast-paced, seasonal environment. You adapt quickly when priorities shift and enjoy the challenge of meeting tight deadlines with precision.
Clear & Proactive Communicator - You can distill complex data, timelines, and technical steps into simple, actionable updates for employers, brokers, and internal teams alike.