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Implementation Project Manager

1 month ago

New Orleans, Louisiana, United States ProKeep Full time
About Us

Prokeep is a software company that has developed a cutting-edge platform for the wholesale distribution market. Our mission is to revolutionize commerce in this industry by providing innovative tools and solutions that enable distributors to build deeper relationships, provide better service, and transact more easily with customers.

We envision a world where our platform is the go-to solution for wholesale distribution, and we're committed to making that vision a reality. Our team is passionate about delivering exceptional customer experiences and driving business growth for our clients.

Position Overview

This role reports to the Manager of Implementation and Support (in the Customer Success organization). We're seeking a dedicated customer advocate to join our team as an Implementation Project Manager. In this role, you'll take charge of the implementation process for new customers, including those in trial/pilot phases.

Collaborating closely with our sales team and clients, you'll gather requirements, develop implementation plans, oversee project timelines, deliver new customer training, and ensure successful project completion.

Your Mission
  1. Collaborate with clients to gather requirements and define project scope, objectives, and deliverables along the 'onboarding first 30' days of the customer journey.
  2. Develop comprehensive implementation plans, including project timelines, resource allocation, and risk mitigation strategies.
  3. Coordinate with internal teams, including Account Executives, Implementation Specialists, Support, and CSMs to ensure alignment and collaboration throughout the implementation process.
  4. Manage project execution, including tracking progress, identifying and addressing issues, and managing changes to scope, schedule, and stakeholders.
  5. Communicate regularly with clients to provide updates on project status, address concerns, and solicit feedback.
  6. Conduct regular project meetings, including kickoff meetings, live (remote) training, status meetings, and project reviews, to ensure project milestones are met and issues are resolved in a timely manner.
  7. Ensure adherence to implementation best practices and standards as you transition the account from onboarding to customer success (adoption), and continuously seek opportunities to improve processes and procedures.
  8. Provide post-implementation support and assistance to clients as needed, including troubleshooting issues and facilitating user training sessions.
Responsibilities
  1. Oversee the implementation process for new clients (and those in Trial/Pilots), ensuring a seamless transition from sales to implementation and on to customer success.
  2. Develop and maintain implementation plans, timelines, and deliverables to ensure successful onboarding project completion (based on the customer journey 'first 30 day' milestones from initial set-up through live training) with clearly defined goals and measures of success.
  3. Identify and mitigate potential risks and issues that may impact project delivery and proactively develop contingency plans to address them.
  4. Conduct regular project meetings with customers and internal stakeholders to review progress, address challenges, and provide updates on project status.
  5. Provide training and support to clients as needed to ensure successful utilization of Prokeep platform and services.
  6. As a subject matter expert, act as a trusted advisor to customers, offering guidance and recommendations on best practices to drive optimal experience and outcomes.
  7. Serve as the main point of contact for customers throughout the implementation process, addressing any questions or concerns and providing regular updates on project status.
  8. Collaborate closely with internal teams, including sales, implementation specialists, customer support, customer success managers, and product to ensure alignment and coordination throughout the implementation process.
Qualifications

We're looking for a highly skilled and experienced project manager to join our team. The ideal candidate will have:

  • Bachelor's degree in business administration and/or equivalent project management certifications/experience in a SaaS environment.
  • 3+ years of proven experience in project management, with a focus on implementing software solutions or similar products/services.
  • Strong understanding of project management methodologies and best practices.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate with clients and internal stakeholders at all levels.
  • Exceptional organizational skills and attention to detail.
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously.
  • Strong problem-solving abilities and the ability to think strategically.
  • Experience working with CRM systems, project management tools, and customer support platforms (HubSpot knowledge a plus).
  • PMP certification or similar project management certification is a plus.
  • Have a strong knowledge of the customer journey (trial, onboarding, adoption, nurturing, retention, and expansion).
  • Knowledge of the construction and distribution industry is a plus.
Working Relationship & Compensation

This is a full-time salaried position and may be performed remotely anywhere within the United States except the State of California.

Prokeep offers generous health, vision, and dental benefits, life insurance, unlimited PTO, and equity in our fast-growing company.

Competitive Compensation ($75K-$90K)

Equity Package

Health, Dental, Vision, Short and Long Term Disability, Life and AD&D, Employee Assistance Program (EAP), 401(k)

Yearly Education Stipend for Ongoing Professional Development

Flexible PTO