Job Summary

The Senior Project Manager – SaaS Customer Implementations leads large-scale, customer-facing SaaS deployment projects from initiation through go-live and stabilization. This role ensures successful implementations that deliver measurable value and high customer satisfaction by managing complex, multi-workstream projects and collaborating with customers, internal teams, and third-party vendors.

Let's talk about Responsibilities

• Lead comprehensive delivery of complex SaaS implementation projects, covering scoping, requirements gathering, configuration, integration, testing, training, and go-live phases.  

• Develop and maintain detailed project plans, schedules, resource allocations, risk registers, communication strategies, and financial forecasts.  

• Manage multiple enterprise-level customer projects simultaneously, ensuring effective coordination and organization.  

• Guarantee all deliverables meet contractual obligations, quality standards, and professional services expectations.  

• Act as the primary customer contact throughout the implementation lifecycle, setting and managing expectations.  

• Facilitate customer workshops, requirements sessions, status meetings, and executive briefings.  

• Identify, track, and resolve risks, issues, and dependencies proactively; manage change requests while ensuring alignment with scope and budget.  

• Maintain robust program management processes including RAID logs, decision tracking, and governance reporting.  

• Collaborate with Product, Technical Services, Consulting, Support, and Training teams on solution design, integration, and testing readiness.  

• Own project financials, including budgeting, forecasting, burn rate analysis, and protecting revenue and margins.  

• Support Sales in pre-sales activities through scoping, estimating, deployment planning, and customer presentations.  

• Mentor junior project managers or coordinators and contribute to standardized implementation methodologies.  

• Lead post-implementation reviews, document lessons learned, and promote continuous improvement.  

• Champion delivery excellence, customer value realization, and scalable implementation practices.  

• Travel approximately 25% to customer sites, company offices, or industry events in the United States.  

Let's talk about Qualifications and Experience

Required

• Bachelor’s degree in Business, Technology, or Healthcare.  

• Minimum of 5 years project management experience, including at least 3 years managing SaaS customer-facing implementations.  

• PMP Certification.  

• Proven ability to manage enterprise-scale projects with multiple workstreams and complex customer environments.  

Preferred

• Strong knowledge of project accounting, budgeting, forecasting, and resource management.  

• Experience leading cross-functional teams without direct authority.  

• Background in complex integrations, interfaces, infrastructure components, or third-party vendor management.  

• Excellent communication and stakeholder influence skills across all organizational levels.  

• Experience in regulated industries or healthcare settings.  

• Demonstrated collaboration skills, building trust and fostering open communication.  

• Lean Six Sigma Green Belt or Black Belt certifications.  

• Experience with SaaS implementations in healthcare, pharmacy, or post-acute care sectors.  

• Proficiency in project management tools such as Smartsheet, Jira, MS Project, or similar.  

• Experience working in global, matrixed organizations.  

• Strong customer focus with the ability to guide clients through change.  

• Strategic problem-solving and conflict-resolution capabilities.  

• Ability to simplify complexity and communicate clearly.  

• Strong organizational skills and attention to detail.  

• Adaptability to fast-paced SaaS environments.