Implementation Project Manager, Software Implementations Everblue | Huntersville, NC | Full-Time
About the Role
Everblue is hiring an Implementation Project Manager to lead implementations of its Everserve platform for new and existing customers. This role owns the customer relationship from kickoff through go-live, and stays accountable well past launch. You'll be the primary point of contact for the customer, the connective tissue between Everblue's internal departments, and the person who keeps every implementation on schedule, in scope, and aligned to what the customer actually needs.
This is not a hand-off role. You'll build the plan, run the meetings, hold people accountable to deadlines (customers and internal teams alike), and translate constantly between two audiences that don't speak the same language: customers who know their program but aren't necessarily technical, and Everblue's technical team who builds the platform but doesn't always see the customer's day-to-day reality. Doing that translation well, in both directions, is the core of the job.
What You'll Do
- Serve as the primary point of contact for customers throughout implementation for multiple projects running in parallel, from kickoff through go-live and into steady-state support handoff
- Build and maintain implementation collateral, including Gantt charts, a deliverables tracker in Jira, a RAID log for risks and open decisions, and regular customer-facing status reports, keeping each current rather than aspirational.
- Maintain a scope change log, milestone tracker tied to billing triggers, and go-live cutover checklist, and produce handoff documentation to support a clean transition to steady-state support
- Coordinate across Everblue's internal departments (engineering, product, workforce, exams & licensure) to keep implementation workstreams moving in parallel
- Run regular status meetings and provide clear, proactive status updates to customer stakeholders
- Set and manage customer expectations around scope, timeline, and what "done" looks like for each deliverable
- Hold internal and external stakeholders accountable to commitments and deadlines
- Translate project schedule, scope, and dependency status between customers and internal teams, so each side understands how the other's timeline and commitments affect their own
- Identify risks and scope changes early, and manage them before they become escalations
- Maintain accurate, up-to-date project documentation and status reporting across all active implementations
- Monitor project hours and budget against the contracted scope, and flag variances to internal stakeholders before they affect margin or customer billing
- Confirm and document milestone completion to trigger customer billing
- Track deliverables and project scope against the signed contract or SOW, and flag discrepancies before they become disputes
What You Bring
- 3+ years of project management experience, ideally on software implementations or technical deployments
- Experience managing external customer relationships, including customers who are not technically sophisticated
- Working knowledge of Jira, or comparable project and deliverables tracking tools
- Comfort building and maintaining Gantt charts and other project management collateral
- Strong written and verbal communication skills, with the ability to adjust tone and detail level depending on the audience
- A track record of holding cross-functional teams and external stakeholders accountable without damaging the relationship
- Comfort operating in ambiguity, translating loosely defined needs into a concrete plan
- PMP, CAPM, or similar certification is a plus, not a requirement
What Success Looks Like
- Customers know what's happening, when, and why, at every stage of implementation
- Internal teams know what's due, when, and why it matters to the customer, without having to chase down status themselves
- Deliverables trackers and Gantt charts are accurate and current, not aspirational
- Implementations land on schedule, and when they don't, the customer knew it was coming
- Continuously improve implementation processes, templates, documentation, and best practices
