3e - Software Implementation Project Manager
Requirements
• 3–5 years of experience in software implementation, customer onboarding, technical account or project management, or professional services, ideally within B2B SaaS, technology, or information services. • Demonstrated experience leading complex customer implementations with multiple workstreams, technical dependencies, contributors, or products. • Experience owning project scope, plans, milestones, risks, dependencies, change control, customer communication, and delivery outcomes. • Strong technical aptitude and the ability to understand configuration, data, integration, and technical delivery sufficiently to coordinate specialists and identify risk; coding is not required. • Demonstrated ability to lead customer conversations and communicate credibly with senior customer stakeholders. • Ability to lead and influence cross-functional contributors without formal authority. • Experience managing multiple concurrent projects and making informed prioritization decisions based on customer and business impact. • Strong written and verbal communication, analytical thinking, judgment, and problem-solving skills. • Proficiency with CRM tools such as Salesforce or HubSpot and Microsoft Office, with comfort using data, dashboards, and systems of record to communicate project health. • Ability to navigate ambiguity and changing scope while maintaining accountability for outcomes. • Willingness to travel 10–20%. • Bachelor’s degree in business, information systems, environmental science, or a related field, or equivalent experience. • Experience with enterprise and/or mid-market SaaS customers. • Experience developing or improving implementation processes and customer journeys. • Familiarity with implementation, onboarding, or enablement tools such as Pendo, Gong, or Zendesk. • Experience working with time-to-value, adoption, usage, or customer health metrics. • Exposure to environmental, regulatory, compliance, chemical management, SDS, EHS, or sustainability software. • Multilingual capability and/or experience supporting global customers.
Responsibilities
• Lead complex new-logo, cross-sell, and Value Realization implementations from internal handoff through customer acceptance and formal close. • Translate complex scopes of work into an integrated delivery strategy covering products, workstreams, milestones, resources, dependencies, assumptions, exclusions, and acceptance criteria. • Lead technical discovery and pre-integration planning with customers, CX technical specialists, and relevant internal teams. • Own the master implementation plan and coordinate implementation specialists, Product, Engineering, Data, Cloud, technical consultants, external partners, and customer resources. • Establish measurable success and acceptance criteria at kickoff and maintain accountability for those outcomes throughout delivery. • Lead customer project governance, including senior stakeholder and sponsor communications. • Maintain the milestone tracker and conduct phase-gate reviews, giving a clear assessment of whether projects are on track, at risk, or behind and establishing mitigation plans when required. • Identify cross-workstream dependencies and risks early and determine their impact on the critical path. • Lead complex, multi-product delivery by managing scope and change control, coordinating custom development through launch, maintaining a unified customer plan across teams, and providing leadership with clear, data-backed reporting on project health, risk, timelines, value, and adoption. • Build and maintain dashboards or reporting tools that make project status and risks visible without relying solely on status meetings. • Lead customer escalations diplomatically while maintaining accountability for customer commitments, decisions, resources, data readiness, and signoffs. • Partner with Commercial on implementation handoff and identify expansion opportunities or renewal risks surfaced during delivery. • Represent the delivery perspective during pre-sales scoping of complex or higher-risk opportunities so commitments can be successfully delivered. • Drive structured post-onboarding Value Realization Projects, including complex migrations, integrations, optimization, remediation, and workflow initiatives. • Manage multiple concurrent implementations and make prioritization decisions based on risk, complexity, dependencies, and customer impact. • Identify opportunities to improve implementation processes, delivery predictability, time-to-value, and the overall customer experience. • What Makes You a Great Fit
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