Description

Project Manager

We are seeking an energetic, customer-focused Project Manager who enjoys traveling, working directly with customers, and delivering successful technology implementations. This role is ideal for someone who likes being on-site, solving problems, building relationships, and helping customers realize the full value of a software platform.

Position Summary

The Project Manager leads customer implementations from project kickoff through successful deployment and customer adoption. The role combines project management, technical consulting, customer training, and field implementation.

Unlike many software implementation positions that are primarily remote, this role requires extensive travel to customer facilities throughout North America. The Implementation Specialist spends a significant portion of their time on-site working directly with customers to organize facility information, conduct building walkthroughs, configure the ARC Facilities platform, train users, and ensure a successful launch.

This individual becomes a trusted advisor to facility managers, engineers, safety professionals, and administrators while representing ARC Facilities with professionalism and expertise.

This position reports to the Director of Field Operations.

Travel Requirements

• Up to 85% travel, including overnight travel.
• Based in the Western Region of the US (Denver, Phoenix, Las Vegas, etc.)
• Live within 1 hour of a major airport
• Travel typically consists of customer implementation visits ranging from one day to one week depending on project scope.
• Travel will typically be in the west, though may extend as needed to support other regions.
• Ability to travel by air and automobile on a regular basis.
• Flexibility to travel with short notice when project schedules require.
• Valid driver's license and ability to rent and operate a vehicle.
• Have a U.S. Passport

Responsibilities
Customer Implementation

• Lead customers through the complete implementation lifecycle.
• Conduct implementation kickoff meetings and establish project plans.
• Coordinate implementation activities with customers and internal teams.
• Manage multiple customer implementations simultaneously.
• Serve as the primary customer contact throughout implementation.
• Provide ongoing communication regarding timelines, deliverables, and project status.

On-Site Implementation

The Project Manager is expected to work directly at customer facilities, including hospitals, schools, universities, manufacturing plants, municipalities, and commercial campuses.

Responsibilities include:

• Conduct on-site implementation visits.
• Walk buildings and campuses with customer personnel to understand facility layouts.
• Verify building plans and documentation.
• Identify critical building assets, equipment, shutoffs, emergency information, and facility infrastructure.
• Assist customers with organizing and prioritizing facility documentation.
• Capture implementation details needed to configure the ARC Facilities platform.
• Validate the accuracy of floor plans, maps, equipment locations, and facility information.
• Assist with documenting assets that may not currently exist in customer records.
• Recommend best practices for organizing information within ARC Facilities.
• Collaborate with maintenance, engineering, environmental services, facilities management, construction, safety, and IT departments.
• Build strong relationships with customer stakeholders across multiple departments.

Data Collection & Organization

• Gather facility drawings, equipment documentation, emergency plans, O&M manuals, and related building information.
• Review customer-provided data for completeness and quality.
• Organize and prepare information for import into ARC Facilities.
• Identify missing documentation and work with customers to resolve data gaps.
• Ensure customer information follows ARC Facilities implementation standards and best practices.

System Configuration

• Configure customer environments within ARC Facilities.
• Set up campuses, buildings, document structures, folders, users, permissions, and security settings.
• Configure equipment records, document links, pins, maps, and facility assets.
• Validate imported information for completeness and accuracy.
• Perform final implementation quality assurance before customer launch.

Customer Training

• Deliver instructor-led training both on-site and virtually.
• Train administrators, facility managers, maintenance personnel, engineers, and end users.
• Conduct hands-on workshops using customer-specific facility information.
• Demonstrate product best practices and workflow efficiencies.
• Ensure customers are confident using the platform before implementation is considered complete.

Project Management

• Develop and maintain implementation schedules.
• Work breakdown and task sequencing.
• Timeline, milestone, and dependency management.
• Risk identification, assessment, and mitigation.
• Resource and capacity planning.
• Project status reporting and stakeholder communications.
• Manage customer expectations throughout implementation.
• Coordinate with Sales, Customer Success, Product Management, Technical Support, and Engineering.
• Escalate project risks and propose mitigation plans.
• Complete projects on schedule and within scope.

Quality Assurance

• Review implementation deliverables for accuracy.
• Verify customer data before production deployment.
• Test configured environments and functionality.
• Resolve implementation issues before customer go-live.
• Document implementation outcomes and lessons learned.

Customer Success

• Build trusted relationships with customer stakeholders.
• Ensure customers are prepared for long-term success after implementation.
• Identify opportunities for additional platform adoption.
• Recommend process improvements that increase customer value.
• Provide feedback to Product Management regarding customer requests and enhancement opportunities.

Qualifications
Required

• Bachelor's degree or equivalent professional experience.
• 3-5 years of experience in software implementation, technical consulting, customer onboarding, project management, or customer success.
• Outstanding communication and presentation skills.
• Strong organizational and time management abilities.
• Ability to manage multiple concurrent customer projects.
• Excellent problem-solving and analytical skills.
• Strong attention to detail without losing sight of broader objectives.
• Adaptability when requirements or priorities change.
• Persistence in driving decisions and closing open items.
• Ability to hold team members and stakeholders accountable diplomatically.
• Comfortable presenting to executive leadership as well as frontline facility personnel.
• Proficiency with Microsoft Office and common business applications.
• Ability and willingness to travel extensively throughout North America.

Preferred

• Experience implementing SaaS applications.
• Experience working in healthcare, higher education, K-12 education, manufacturing, government, or commercial real estate environments
• Familiarity with construction drawings, CAD files, floor plans, facility documentation, or building systems.
• Experience creating project plans, schedules, dashboards, and status reports.
• Experience with project management software or CRM platforms.
• Experience conducting customer training and onsite consulting engagements.
• Basic understanding of building systems such as HVAC, electrical, plumbing, life safety, and facility operations.
• PMP, CAPM, CSM, or similar certification.
• OSHA-10 or OSHA-20 Certification
• Other relevant safety Certifications

Desired Characteristics

The ideal candidate is:

• Customer-focused and relationship-oriented.
• Comfortable working independently while traveling.
• Professional and confident in customer-facing situations.
• Organized and capable of managing multiple projects.
• Technically curious with a desire to continuously learn.
• Adaptable and resourceful in unfamiliar environments.
• Detail-oriented with a commitment to quality.
• Passionate about helping customers improve their facility operations.

Success Metrics

Success in this role will be measured by:

• Successful on-time implementation completion.
• Customer satisfaction during implementation.
• Customer readiness at go-live.
• Implementation quality and data accuracy.
• Customer adoption following launch.
• Training effectiveness.
• Reduction in post-launch support requests.
• Positive customer feedback and repeat implementation engagements.

Base Compensation: $80,000 - $110,000

ARC Riot offers comprehensive health benefits: Medical, Dental, Vision, 401(k) with a match, Company-Paid Life Insurance, and an array of voluntary benefits which include STD, LTD, Voluntary Life, PTO, PEDs, employee Recognition Programs, Spot Awards, and more!