The implementation project manager is responsible for driving value for clients during the onboarding process. Reporting to the Head of Client Experience / Support and Data, you will lead joint Client and Marquis teams to ensure a smooth, timely, and positive onboarding experience.
Responsibilities:- Lead multiple client program implementations simultaneously by applying effective project management and consulting methodologies (e.g., Agile, Waterfall), including customizing project plans based on internal processes, configuration requirements, client needs, and timelines to ensure on-time delivery.
- Lead pre-implementation, kick-off, and ongoing status calls with clients, facilitating clear communication and alignment on goals and action items.
- Act as a subject matter expert for all project management-related questions, providing guidance to clients and internal teams on best practices.
- Leverage project management software, plan and maintain the implementation project plans for multiple clients.
- Act as the primary point of contact for all assigned customer implementations.
- Track activities across the client and internal project resources and produce executive facing bi-weekly status reports
- Effectively manage project scope
- Coordinate project results and lead status meetings to communicate results, task owners, and next steps with clients and internal departments, Sales and Account Executives, Product Solutions, and Client Support
- Actively identify, manage and mitigate risks and issues on the project to include engagement with executives
- Collaborate with technical teams to oversee data migration, system integrations, and testing phases during implementations.
- Mentor junior team members and contribute to continuous improvement of onboarding processes.
Requirements:- 5+ years as a client-facing software implementation manager or in a client-facing consulting role, preferably in SaaS or fintech environments.
- Bachelor's degree in business, information technology, or a related field, or equivalent professional experience.
- Proven understanding of standard processes in project lifecycle methodologies (e.g., PMBOK, Agile/Scrum) and project management principles, with experience applying them in real-world scenarios.
- Strong sense of urgency and extreme focus on accelerating client value realization, with a track record of delivering projects under tight deadlines.
- Experience with implementations across multiple platforms, systems, and integrations (e.g., APIs, cloud-based solutions).
- Proficiency with project management tools/software (e.g., Smartsheet, MS Project, Jira, Asana), including advanced features for reporting and automation.
- Excellent interpersonal skills, including stakeholder management and conflict resolution, along with superior business writing for reports and client communications.
- Proficiency in remote collaboration tools (e.g., Zoom, Slack, Microsoft Teams) and virtual team leadership.
Other Desirable Qualifications- PMP, CAPM, or equivalent project management certification.
- Experience working with Banks, Credit Unions, or other financial institutions, including knowledge of regulatory compliance (e.g., FDIC, NCUA guidelines).
- Analytical mindset with the ability to interpret data trends and optimize processes.
- Detail-oriented with strong organizational skills to manage complex, multi-stakeholder projects.
- Experience in change management and training clients on new systems.
