Implementation Manager

Job Category: Project Management - SaaS Implementation

Industry: Hospitality (Hospitality tech)

About the company:

SaaS company providing best-in-class virtual reception and customer engagement software for clients and their tenants, guests, and other stakeholders. We help owners reduce costs and generate ancillary revenue by automating front-of-house workflows via its mobile application and in-lobby experiences. Using an API-first approach, we connect platforms for ID verification, payment collection, access control, and remote support.

About You
You are an experienced Project Manager with a passion for delivering complex client solutions as planned and without missing a beat. You are probably ‘Type A’, a strong communicator in all forms, have crazy attention to detail, and love organization and planning. You have experience managing a portfolio of client projects, ranging in size, complexity, and in various stages of delivery, and are energized by the juggling and context-switching that comes with that. You know how to ensure project contributors are staying on track and effectively communicate risks or escalations when not going to plan. You’re comfortable working with both business and technical players, and have experience implementing technical solutions - ideally in SaaS start-ups.

About the Role
The Implementation Project Manager is responsible for leading the onboarding our customers and ensuring a successful launch of our solutions across their portfolio of properties. They will be the quarterback on client projects, ensuring players across multiple teams and organizations - including Clients and 3rd-party Vendors - are executing against their deliverables and if not, recognizing risk and escalating as necessary. Internally, the IPM will work across Sales, Client Success, and our Product and Engineering teams to ensure project success. They take pride in exceeding our Client’s expectations and continually strive to improve the experience with each engagement.

Responsibilities

● Oversee a portfolio of projects for clients across the complete implementation life-cycle, from Sales hand-off through go-live, as well as one-off custom engagements (SOWs), with grace and attention to detail.

● Partner with Sales on the transition of new client engagements, ensuring clear understanding and documentation of the client KPIs, goals, timelines, and requirements in order to drive immediate value, striving to delight while keeping expectations in check.

● Align across multiple teams and 3rd parties on assignment and management of individual tasks in order to deliver the project on a schedule that meets our commitments and client expectations.

● Manage both business and technical deliverables, across clients and internal teams including accurate reporting and time-tracking.

● Keep key stakeholders informed of statuses and changes, and escalate issues or misalignments throughout the business as necessary.

● Collaborate with internal product and engineering teams as needed for project collaboration and deliverables as well as roadmap inputs.

● Ensure successful project wrap-up and transition to ongoing Support, both in relation to the client’s experience, and internal communication and documentation.

Requirements
● A minimum of 3-5 years of experience as a Program or Project Manager running successful implementations for SaaS Enterprise customers, ideally in a startup environment where you’ve helped to establish processes for continued success.

● Proven track record of managing multiple complex, client-facing projects simultaneously, within varying stages of implementation.

● Must be a focused, strategic, and driven project manager with a highly organized and collaborative approach, and a strong sense of urgency to meet deadlines.

● Experience managing projects that include 3rd-party integrations via APIs.

● Team player with strong presentation and communication skills, self-confidence, enthusiasm, and an independent work approach.

● Ability to work autonomously as well as in a team setting, leading large groups of people using indirect authority to meet critical goals.

● Effective problem-solving skills, client-focused, and results-driven.

● Experience managing both fixed-fee and time & materials-based SOW projects.

● Experience in hospitality or property management is a plus.

● Experience in both software and hardware implementation a plus.

Location:

This is a fully remote position.

Employment Type:

Full time. W2

Industry:

Hospitality Tech

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)