Implementation Project Manager
Implementation Project Manager
Summary
The Implementation Project Manager works collaboratively outside and inside the organization (e.g., client LOB manager, implementation specialist, sales engineering, client success, etc.) to lead, manage, and deliver each new implementation—on time and, whenever possible, under budget.
Areas of Responsibility
- Account Deployment
- Planning and Analysis
Specific Duties:
Account Deployment:
- Serve as the initial point of contact for each new client/end-user during deployment.
- Understand each new client’s needs, objectives, and challenges to ensure successful project management and an actionable project plan.
- Manage deployment project timelines, budget estimates, and provide project status reports for both internal and external stakeholders.
- Maintain project scope through inception and initiation of the deployment cycle.
- Identify risks or potential impacts to implementation timelines and cost; escalate these concerns to the VP of Implementation and Support.
- Coordinate weekly with clients during project deployment via email, phone, and project review sessions, to remain aligned and to assess/ensure satisfaction.
- For each implementation, maintain a list of outstanding decisions and unresolved issues.
- Provide strategic guidance to clients for implementing with an eye toward maximizing the value of the offerings.
- Assist and act as a liaison to in-scope staff for complex, multi-layered, multi-phase, and/or custom deployments.
- As needed/appropriate, assist with workflow test scripts, Jira ticket writing, and product training materials.
- If/as presented by clients, capture change/enhancement requests/service suggestions to the appropriate organizational resource. When necessary, escalate immediate project needs that may affect product requirements or project solutions.
- For any exception-based deliverables, document these alterations or add-ons for clients and communicate these changes to the rest of the team.
- Document clearly and concisely all client interactions, requests, and account changes in the company’s CRM software (Mission Control).
Planning and Analysis
- Develop and maintain project timeline Gantts, client onboarding documentation, and integrator punch lists that serve as the repeatable basis for implementations.
- Maintain documentation on custom and complex project features and project deployments.
- Build scalable, repeatable best practices for project management of implementations.
- Utilizing relevant data concerning performance metrics, client satisfaction, and resource requirements, conceive and provide to the VP of Support and Implementation regular, metrics-based implementation reports.
Key Qualifications:
- Bachelor’s degree.
- 1-3 years of experience in a comparable project management position.
- Highly accurate, with good attention to details.
- Capacity to thrive in a fast-paced environment and adapt to new ideas while delivering high-quality work.
- Highly motivated self-starter who can work well in a team setting or independently handling multiple tasks simultaneously.
- The ability to work under pressure when necessary, and the willingness to go beyond what is expected to achieve the best results.
- A customer service and success mentality.
- Patience, courtesy, and a positive, friendly demeanor.
- Acquired expertise in the company’s offerings.
- A sufficient understanding of the intricacies and nuances of SDLC to coordinate with technical colleagues.
- Experience with SaaS offerings.
- Complete understanding of COE (Common Office Environment) tools; examples include Microsoft Office, Microsoft Project, salesforce.com (Mission Control), and web browsers.
- Strong verbal and written interpersonal communications skills.
Metrics:
- Timeliness and efficiency of implementations.
- Successfully staying at/below budget for each implementation.
- Favorable recognition by clients.
- Timely and satisfactory maintenance of implementation resources and metrics.
- Favorable internal recognition by colleagues and supervisor.
- Quality, currency, completeness, and usefulness of required work product.
