Implementation Project Manager

The Project Manager (PM) plays a critical role within the Implementation team, supporting the successful delivery of customer onboarding and solution rollout projects.

Reporting to the Director of Implementation , the PM ensures project plans are executed efficiently, cross-functional stakeholders are aligned, and client expectations are met or exceeded.

This role acts as the operational backbone of the implementation process — coordinating between Senior Implementation Managers, Implementation Managers, and other internal departments to drive consistent, timely, and high-quality delivery.

Key Responsibilities 1.

Project Planning & Execution Develop, maintain, and monitor comprehensive project plans, including schedules, milestones, deliverables, and resource allocations.

Lead project kickoffs, weekly syncs, and post-implementation reviews to ensure alignment across all stakeholders.

Track and manage project progress using standardized tools (e.g., Asana, Jira, Smartsheet, or equivalent).

Identify risks, issues, and dependencies early; implement mitigation plans and escalate when necessary.

Ensure adherence to established scope, timeline, and budget parameters. 2.

Stakeholder & Client Communication Serve as a central communication point between internal teams, clients, and leadership throughout the implementation lifecycle.

Provide regular, structured project updates to clients and internal stakeholders.

Prepare and distribute progress reports, dashboards, and executive summaries for the Director and senior leadership. 3.

Process Optimization & Quality Assurance Uphold and continuously improve implementation frameworks, templates, and playbooks.

Partner with Senior Implementation Managers to identify process gaps and propose refinements for scalability and consistency.

Conduct quality assurance checks to ensure all deliverables meet internal and client standards before go-live. 4.

Cross-Functional Collaboration Coordinate with Sales , Product , Engineering , and Operations teams to align implementation objectives and resource planning.

Collaborate with Account Management to ensure seamless transition from implementation to long-term client support.

Facilitate knowledge sharing and lessons learned across the Implementation team. 5.

Reporting & Metrics Track and report on implementation KPIs, including on-time delivery, project health status, and client satisfaction.

Maintain accurate project documentation and ensure timely entry into internal systems (e.g., CRM, PM tools).

Support the Director in preparing quarterly and executive-level summaries.

Team Structure Reports to :

• Director of Implementation Collaborates with : Senior Implementation Managers, Implementation Managers, Product, Engineering, Sales, and Customer Success Team Size : 1 Director, 4 Senior Implementation Managers, 3 Implementation Managers, 1 Project Manager Key Performance Indicators (KPIs) On-time and on-budget project completion rate Client satisfaction scores (CSAT / NPS) Implementation documentation accuracy and completion Internal and external stakeholder satisfaction Continuous improvement contributions (process enhancements, template updates, etc.) Qualifications : Bachelor’s degree in Business, Operations, Project Management, or related field (MBA Preferred) 5+ years of project management experience in SaaS, logistics, technology, or professional services environment Strong proficiency with project management tools (e.g., Asana, Jira, Smartsheet, Monday.com) Excellent organizational, analytical, and communication skills Proven ability to manage multiple projects simultaneously and prioritize under pressure Preferred : PMP, LSSGB-BB, or similar project management certification Experience in implementation or onboarding of enterprise software solutions Familiarity with CRM systems (e.g., Salesforce, HubSpot) Exposure to data-driven or logistics technology platforms Competencies Leadership : Drives accountability, fosters collaboration, and models proactive communication.

Execution :

Customer-Centric :

Adaptability :

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