Associate Implementation Project Manager

The Opportunity:

Customer Success is at the center of everything we do at Paperless Parts, and it all starts with our Implementation Team. Reporting to the Senior Manager, Project Management Office, the Associate Implementation Project Manager will play an instrumental role on our Professional Services team by driving the successful delivery of packaged and custom implementation engagements through management of all aspects of the customer’s experience. In this role, you will work consultatively with customers to set expectations, plan, communicate, guide the customer through the change management process, and negotiate project scope, activities, timeline, and budget. It is the mission of the Associate Implementation Project Manager to support our customers in ensuring they have the right tools for long-term success with the Paperless Parts Platform.  

The Associate Implementation Project Manager will become an expert in manufacturing processes such as CNC machining, sheet metal fabrication, and 3D printing.

Who you are:

Our ideal candidate is someone who is passionate about delivering exceptional customer experiences and working collaboratively across the organization. You are someone who can guide a customer through change management and solve problems through active listening and problem-solving. You are someone that is empathetic to customers’ needs and will adjust your approach to meet those needs while still driving towards key milestones. You are a driven individual with high attention to detail and organization. 

Our Implementations range from four to twelve weeks and in this role you will develop skills in discovery, planning, project management, risk mitigation, and change management. Our customers vary in size and complexity so we are looking for someone who thinks outside the box to solution unique problems and thrives in challenging situations. As an Associate Implementation Project Manager, you will partner with our Technical Implementation Specialist and Integration Engineers to deliver on customer requirements throughout the onboarding process. 

 Responsibilities of the Associate Implementation Project Manager:

• Come ready to think outside the box and learn the below responsibilities from our team of Project Managers
• Own the customer relationship from the completed sale through successful launch on the Paperless Parts Platform by managing all aspects of implementation projects for both packaged and custom configuration and/or integration services for core and enterprise customers
• Develop an understanding of the product and our packaged and custom solutions/deliverables in order to advise customers in gathering the requirements needed to configure their System and execute implementation successfully
• Ensure all project records and artifacts reflect customer goals, project scope, risks, and accurate progress and status.
• Manage all communications of status and progress across internal and customer teams to keep all relevant teams informed and deliver results within packaged and custom project plans.
• Monitor and proactively take action on issues/risks and mitigation plans.
• Monitor onboarding health across the customer base to ensure they are using the product correctly, and engage internal stakeholders to address blockers to success
• Proactively identify and present new ideas to improve the Paperless Parts onboarding experience. 
• Enable customers to fully leverage platform capabilities by delivering expert training 
• Partner with internal teams to ensure delivery of technical requirements and integrations, and ensure smooth customer transitions
• Act as a customer experience expert and provide feedback to Product and Engineering teams to help reduce friction and Time to Value for customers. 
• As part of the Paperless Parts team, further, the company-wide DEI & social impact initiates

Knowledge, Skills, and Abilities:

• Effectively navigate computer programs with ease. Proficient in Microsoft Office
• Ability to multi-task with frequent interruptions.
• Experience in leading and organizing a group project.
• Solid organizational and interpersonal skills with the ability to foster productive relationships at every level.
• Creative problem-solving ability and multi-tasking with competing priorities
• Willing to work independently in a fast-paced and rapidly changing environment
• You have a high competency for organization and can think outside the box while being conscious of project timelines.
• You demonstrate an aptitude for PMO competencies and behaviors, including plan management for project activities/scope/deliverables/timeline/budget, and risk/issue/change management
• Strong verbal and written communicator and collaborator and ability to work cross-functionally and with executives
• You embrace change as the reality of almost all successful project delivery and love proposing solutions to all sorts of challenges.
• You foster great relationships with those around you and like working with people
• Fast learner, ability to adapt to new processes and technologies, and evolving environments
• Travel to customer locations 1-2 times a month, as needed, vaccination required