Implementation Project Manager
Full Time $66,000 - $76,000 / yearJob Overview
Job Title: Implementation Project Manager
Status: Full-Time (40 Hours/week) - the core working hours for this role are 8:30AM - 5:00PM or 9:00AM - 5:30PM, Monday-Friday
Reports to: Global Implementation Team Manager
Location: US Remote (Eastern or Central Time Zone) or New York, NY (hybrid)
Status: Full-Time (40 Hours/week) - the core working hours for this role are 8:30AM - 5:00PM or 9:00AM - 5:30PM, Monday-Friday
Reports to: Global Implementation Team Manager
Location: US Remote (Eastern or Central Time Zone) or New York, NY (hybrid)
- Please note that while the majority of the work is conducted remotely for team members based ‘non-local’ to NYC, all team members are expected to be available to attend key on-site events 4 times per year in the NY office. This includes things like onboarding, training, and team building 'together days'. The onsite weeks are scheduled in advance and travel expenses are covered by the business.
- Occasional travel is also required to visit our clients on-site as part of the implementation process.
- Local NY based team members are required to work in the office a minimum of once per week.
Salary: $66,000-$76,000 for non-local US team members, $74,000-$84,000 for local New York based team members
The Role
We are looking for someone who wants to set new Spektrix clients up for success using our world-leading ticketing, marketing, and fundraising software.
As an Implementation Project Manager, you will be the key contact for our recently-signed clients as they make the transition to Spektrix. You’ll coordinate team members and stakeholders to ensure that new clients are prepared to leverage their new system to reach their operational goals and to enjoy long-term success with Spektrix.
While the role is primarily client-facing, there will also be opportunities for you to contribute to internal projects across the implementation journey. These projects are intended to improve and scale the value we offer to clients, to grow efficiencies in the ways we work, and to capture and distill learnings from each project to help us better serve future clients.
Key Responsibilities
Key accountabilities
- Leadership of the client’s onboarding experience from contract signature through transition to client success delivery team
- Uncover and emphasize desired client outcomes, keeping these front of mind through the entire implementation project
- Collaborate on the design of realistic, adaptable, and achievable timelines that enable your clients to launch their systems in an aligned timeframe with their goals
- Maintain proactive communication and alignment across the client, varied teams at Spektrix, and relevant third parties on key project milestones, dependencies, and risks
- Ensure comprehensive levels of solution adoption occur throughout relevant areas within the organization, with an eye towards sustaining this past Implementation
- Instill a sense of self-sufficiency and ownership in the client of their Spektrix solution to empower their growth long after implementation ends
Responsibilities
- Manage multiple client implementation projects and navigate competing priorities internally and externally
- Authoritatively but empathetically distill technical and/or complex concepts to clients that may have non-technical staff members
- Manage expectations and dependencies across multiple stakeholders with your clients, their third parties, and internally
- Comprehensively evaluate clients’ ways of working and identify opportunities for increased efficiency and optimized adoption of the Spektrix solution
- Manage the data migration process alongside Data Migration Engineers to ensure that the client’s live system is set up to empower clients to make data-driven decisions going forward
- Coordinate with the client and any third parties to oversee the timely launch of a client’s website, either with Spektrix subsites and/or with a web developer, that is well-aligned with the client’s vision and goals
- Collaborate and share ways of working with internal team members that better the implementation journey for clients and/or streamline the work for others
- Manage their onboarding process with Spektrix Payments to ensure they can take sales in a timely and efficient manner
- Assess and deliver on clients’ reporting needs, empowering them to use insights to better inform business decisions
- Feed back on and improving processes in Implementation globally as we aim to increase the efficiency of projects and act as partners and advisors to our clients
- Keep up to date on product updates to share with clients when an in-progress feature may help them achieve their goals and further their excitement about Spektrix
Skills, Knowledge and Expertise
Key Requirements
- Demonstrated success managing complex projects
- Experience with Google suite, Jira, and/or Teamwork.com or other similar tools
- While not essential, prior experience working in a SaaS environment or performing arts organization will help you hit the ground running
- Prior experience with ticketing and/or fundraising platforms would be a plus
- Patience, empathy, and tact to influence complex change across multiple levels of decision makers
- Adaptability and flexibility as clients launch their systems in a constantly shifting landscape
- Strong ability to translate and explain technical concepts into clear, actionable insights for non-technical clients
- Ability to quickly learn new software solutions or technologies
- Strong analytical and problem-solving skills, communication skills (both verbal and written), and attention to detail
- Organizational skills to manage multiple projects and competing priorities
- Composure and poise while working through complicated client needs
- Humility and coachability as you aim to reflect, learn, and grow
- Flexibility to assist others on the team as needed without compromising own projects