Department: Program ManagementPayroll Type: Salary
Reports To: Program Manager FLSA Status: Exempt
Job Summary
The Project Manager I supports the planning, execution, monitoring, and completion of customer implementation projects that support business and customer objectives. This role serves as a primary point of contact for customers throughout the implementation lifecycle, coordinating project activities, managing timelines, tracking risks, and supporting successful deployment and customer satisfaction. The Project Manager I works under the guidance of program managers and collaborates with Sales, Engineering, Operations, Service, and Technical teams to deliver successful customer outcomes.
Key Responsibilities
- Manage multiple small-to-medium size customer implementation projects from project initiation through successful deployment.
- Assist in defining project scope, objectives, deliverables, milestones, and success criteria in alignment with customer and business goals.
- Develop, maintain, track, and report on project plans, schedules, dependencies, risks, and action items.
- Serve as a primary project contact for customers and maintain effective working relationships with customer stakeholders.
- Ensure project deliverables align with customer expectations, contractual commitments, implementation requirements, and business objectives.
- Facilitate project kickoff meetings, customer status meetings, and routine project review sessions.
- Coordinate cross-functional teams, including Sales, Operations, Implementation, Service and Technical Support, and Engineering teams, to support achievement of project milestones.
- Identify project risks and issues and escalate concerns appropriately while communicating impacts and recommended actions.
- Maintains a proactive and flexible approach when managing scope changes, risks, and project roadblocks.
- Support issue resolution by coordinating internal resources and customer communications.
- Monitor project progress and communicate status updates, risks, and action items to stakeholders.
- Assist with tracking project budgets, resource utilization, and implementation timelines as applicable.
- Ensure compliance with organizational policies, procedures, contractual obligations, and quality standards.
- Track customer implementation metrics, including project milestones, implementation timelines, go-live readiness, 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, meeting notes, 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.
- 1–3 years of project management, project coordination, implementation, customer success, or related experience.
- Experience supporting customer-facing projects in a SaaS, technology, healthcare, professional services, or similar environment preferred.
- Ability to build positive relationships with customers and cross-functional teams.
- Experience managing multiple priorities in a fast-paced environment.
- Strong communication, presentation, and organizational skills.
- Ability to balance customer expectations with project requirements and business objectives.
- Strong problem-solving, time management, and attention-to-detail skills.
- Proficiency with project management tools such as Microsoft Project, Smartsheet, Jira, Azure DevOps, Monday.com, or similar platforms.
- Experience preparing project status updates and maintaining project documentation.
- Willingness to travel as business needs required.
