Implementation Project Manager Full Time

Title: Implementation Project Manager 

Status: Exempt, Full-Time 

Reporting structure: 

The Implementation Project Manager role works closely with sales and client success to ensure clients are onboarded and implemented successfully, know the value of our services and resources and utilize the product effectively.  The Implementation Project Manager role keenly focuses on driving an exceptional onboarding experience whilst ensuring onboarding milestones are consulted, prescribed, and met within timelines. In addition, this role serves as the main point of contact throughout the onboarding journey, keeping the Client Onboarding Manager informed, and working as a liaison between clients, sales, the CS department and product teams. 

What you’ll do: 

The onboarding phase is the most important phase of the client lifecycle, and Implementation Project Managers are responsible for establishing the solid foundation that drives our clients’ success. This crucial client-facing role focuses on the successful implementation and adoption of product. The Implementation Project Manager owns the post-sale onboarding client relationship and manages the implementation of said solutions whilst ensuring the client receives all pre-defined touchpoints. The role will also be responsible for monitoring the progression of all projects within the onboarding process of each assigned client and keeping all involved teams (internal and external) informed and on track to completion. These projects include but are not limited to solutions and systems implementation, training for clients, new client set-up, configuration and training within internal company tools and platforms and CRMs. 

Key Responsibilities 

 Client Communication  45% 

 • Initiate new client contact post-sale by phone and email to coordinate and launch all solutions onboarding projects based on executed contracts 

• Communicate clear expectations to clients regarding the onboarding journey, client next steps, timelines, and the client’s role in successfully implementing solutions 

• Coordinate client contact with sales team and project manage the handoff from sales to Client Success 

• Anticipate client needs during the onboarding process and build rapport by delivering a positive and proactive onboarding experience through ongoing communication by phone, email, and video conference (primarily Zoom) 

• Assist clients in managing change and realizing value of our product quickly  

 Project Management 35% 

• Maintain client profiles in internal platforms to ensure new client services are added and quality checked prior to go-live based on executed contracts 

• Gather needed information from the client through onboarding forms and communicate needs to relevant internal or external partner teams, as necessary 

• Organize, execute, and document the onboarding process for clients from beginning to end along with changes that will improve and evolve this process further 

• Add all relevant client notes in CRM (Salesforce) and communicate with the Client Success department to assign a client success team member based on what is known about the client. 

• Ensure coordination of client touchpoints and identify risks (timeline/resistance/other) during onboarding period 

  
  

Internal Communication  20% 

 • Communicate client status to internal teams, including but not limited to Client Success, Marketing, Product and development, and Sales 

• Partner closely with Client Success to solidify and execute client launches based on client goals, desired outcomes, and predefined timelines 

• Actively engage with internal teams regarding the onboarding status of clients, and onboarding process status 

• Successfully identify and prevent client churn during onboarding by escalating at-risk clients as defined by the Client Success 

• Ensure each client’s onboarding project and timelines are met based on pre-established KPIs Time to live, Time to value, CSAT, NPS 

Requirements: 

• At least 2 years of experience in Medical or SaaS industries preferred, working in B2B, client-facing roles related to onboarding 

  
  

• Minimum of two (2) years in a project management capacity 

• Proficient in Microsoft Office, project management software or CRM 

  
  

• Strong Organizational, project, and time management skills, able to address multiple projects/requests and meet tight deadlines with ownership and accountability – and finesse 

• Superb written and oral communication skills 

  
  

• Empathetic to clients and challenges they face within their practices, ability to develop relationships quickly 

• BA or BS degree preferred 

  
  

 

 What success will look like for you in the first 90 days: 

❏ You will participate in developing an Onboarding playbook for Onboarding 

❏ Complete Online training modules (self) 

❏ Accomplish 100% of assigned clients with all purchased solutions to go live 

within the first 60 days 

❏ Complete Salesforce user online basic training (self)