Department: Program Management
Payroll Type: Salary
Reports To: Program Manager
FLSA Status: Exempt
Job SummaryThe Project Manager II plans, executes, monitors, and closes moderate to complex customer implementation projects that support business and customer objectives. This role serves as the primary point of contact for customers throughout the implementation lifecycle, coordinating cross-functional teams, managing timelines and budgets, mitigating risks, and ensuring successful deployment, adoption, and customer satisfaction. The Project Manager II works independently and partners with leadership, Sales, Engineering, Operations, and Service and Technical teams to deliver successful customer outcomes.
Key Responsibilities- Lead multiple mid-to-large size customer implementation projects simultaneously from project initiation through successful deployment.
- Define project scope, objectives, deliverables, milestones, and success criteria in alignment with customer and business goals.
- Develop, maintain, track, and report on project plans, schedules, budgets, resource allocations, dependencies, and risks.
- Serve as the primary project contact for customers, building trusted relationships with key stakeholders and executive sponsors.
- Ensure project deliverables align with customer expectations, contractual commitments, implementation requirements, and business objectives.
- Facilitate project kickoff meetings, customer status meetings, executive business reviews, and project governance sessions.
- Coordinate cross-functional teams, including Sales, Operations, Implementation, Service and Technical Support, and Engineering teams, to achieve project milestones.
- Identify, assess, and mitigate project risks and issues while proactively communicating impacts and recommended solutions.
- Maintains a proactive and flexible approach when managing scope changes, risks, and project roadblocks.
- Drive issue resolution by coordinating internal resources and managing customer escalations to minimize business impact and maintain customer confidence.
- Monitor project performance and implement corrective actions when necessary to ensure successful delivery.
- Manage stakeholder communications and provide regular project status updates, reports, and executive summaries.
- Track project budgets, expenditures, and resource utilization.
- Ensure compliance with organizational policies, procedures, contractual obligations, and quality standards.
- Track customer implementation metrics, including project milestones, implementation timelines, go-live success, customer satisfaction and customer feedback.
- Contribute to continuous improvement initiatives that enhance implementation practices, operational efficiency, and the overall customer experience.
- Maintain accurate project documentation, action plans, implementation records, and lessons learned.
Qualifications- Bachelor's degree in Project Management, Business Administration, Engineering, Healthcare Administration, Information Technology, or a related field; equivalent experience may be considered.
- 4-7 years of project management experience, including customer-facing implementation projects.
- Experience managing customer implementations in a SaaS, technology, healthcare, professional services, or similar environment.
- Demonstrated ability to build strong relationships with customers, executive stakeholders, and cross-functional teams.
- Proven experience managing multiple projects simultaneously in a fast-paced environment.
- Excellent presentation, facilitation, communication, and stakeholder management skills.
- Ability to balance customer expectations with organizational priorities, project constraints, and business objectives.
- Strong project planning, organizational, problem-solving, and risk management skills.
- Proficiency with project management methodologies and tools, such as Microsoft Project, Smartsheet, Jira, Azure DevOps, Monday.com, or similar platforms.
- Experience developing and delivering executive-level project communications and status reporting.
- Willingness to travel as business needs required.
