Implementation Project Manager

Orlando, FL

Full Time

Customer Success - Implementation

Mid Level

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: Balances strategic foresight with strong attention to detail and follow-through.
Customer-Centric: Anticipates client needs and ensures delivery excellence.
Adaptability: Thrives in a fast-paced, evolving environment with shifting priorities.

Note: This role falls under Comp Band 6 with the annual base compensation is expected to be between $97,000 to $118,000.

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