Implementation Project Manager

Your purpose:

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 Implementation Project Manager 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 Implementation Project Manager to support our customers in ensuring they have the right tools for long-term success with the Paperless Parts Platform.  

Implementation Project Manager will become experts 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 possess some technical savviness. 

Our Implementations range from four to twelve weeks and require skills in discovery, planning, project management, risk mitigation, and change management. Our customers vary in size and complexity so we are looking for someone that has a track record of finding solutions to unique problems and thrives in challenging situations. As an 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 Implementation Project Manager:

• 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:

• 3-5 years project management experience in customer-facing, problem-solving positions in fast-paced, high-tech companies; SaaS and SI preferred
• You are able to maintain command over a higher volume of variably-sized projects pivoting throughout your day and balancing your time throughout the week to drive both packaged and custom engagements forward on plan. 
• You have a high competency for organization and can think outside the box while being conscious of project timelines.
• You demonstrate solid PMO competencies and behaviors, including plan management for project activities/scope/deliverables/timeline/budget, risk/issue/change management, and comfort and alignment in utilizing a PSA and other tools as a project’s source of truth.
• 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 are a constant risk/issue/change identifier who coordinates multiple teams to reach resolution.
• You foster great relationships with internal teams and external customers. You are unafraid to address issues head on, knowing the right way to deliver the message with diplomacy, tact, and positivity so that the customer and/or internal team know you are working in their best interest and toward a common goal.
• Track record of working within established processes and tools, while continuously striving to look back retrospectively and improve processes
• 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