Implementation Project Manager

Role Description

The Implementation Project Manager serves as the project lead and primary point of contact for PIC Business Systems customers throughout system implementations, upgrades, and integrations. This is an individual contributor role requiring 3+ years of experience in project management, business analysis, or a hybrid of both, preferably in a B2B SaaS or software implementation environment. The ideal candidate combines structured project execution with strong requirements-gathering skills, technical curiosity, and the ability to communicate effectively across all levels of a client organization.

This role utilizes GuideCX for customer implementation management and Monday.com for internal project coordination, and requires a professional who can lead projects end-to-end, define and document requirements, and partner with the Implementation Specialist on technical configuration and delivery.

Primary Responsibilities

• Lead and manage multiple concurrent customer projects from initiation through completion, including New Logo implementations and existing customer upgrades, integrations, and feature deployments.
• Conduct discovery sessions with customers to understand business processes, pain points, and objectives. Document detailed business and functional requirements that technical teams can build against.
• Serve as the primary point of contact for customers throughout the project lifecycle, communicating complex technical concepts in plain, accessible language to non-technical stakeholders including C-suite executives.
• Build and maintain detailed project plans, timelines, and status reports in GuideCX and Monday.com. Facilitate kickoff meetings, recurring check-ins, and executive-level status reviews.
• Partner closely with the Implementation Specialist on system configuration and technical delivery for both New Logo and existing customer projects.
• Coordinate cross-functional teams (Engineering, Product, Support, Sales) to keep projects on track. Proactively identify risks, blockers, and dependencies and escalate early with proposed solutions.
• Evaluate and document requirements for EDI/API integrations, including data mapping, transaction flows, and third-party partner specifications.
• Define acceptance criteria and support UAT (User Acceptance Testing) to ensure deliverables meet customer expectations.
• Create process flows, data models, and other supporting documentation as needed. Produce clear, concise written deliverables including meeting notes, requirements documents, status reports, and executive summaries.
• Own the New Logo implementation process end-to-end, ensuring a smooth transition from signed contract to live customer.
• Manage expectations across internal and external stakeholders with transparency and professionalism. Occasionally work beyond standard hours to meet critical project deadlines.

Qualifications

• 3+ years of experience in project management, business analysis, or a hybrid of both, preferably in a B2B SaaS, technology services, or software implementation environment.
• Solid requirements-gathering and documentation skills. Ability to run a discovery session, synthesize customer needs, and produce clear business and functional specifications.
• Strong written and verbal communication skills, with the ability to present to a CEO and then turn around and brief an engineering team, adjusting language for each audience.
• Strong organizational skills with the ability to manage multiple concurrent projects and prioritize effectively in a fast-paced environment where priorities shift and ambiguity is the norm.
• Familiarity with project management tools such as Monday.com, GuideCX, or similar platforms. Experience with customer implementation management tooling is preferred.
• Exposure to EDI, API integrations, or technical data exchange concepts. Does not need to write code but must understand the fundamentals of system integrations and data flows.
• Ability to work independently and as part of a team in a fully remote environment, demonstrating flexibility, adaptability, and a positive attitude.
• Experience managing customer-facing projects with multiple stakeholders and competing priorities. Prior experience in customer onboarding or implementation projects (New Logo / go-live processes) is strongly preferred.
• Strong customer relationship management skills with the ability to communicate effectively across all levels of a client organization, from end users to executive stakeholders. Must be comfortable leading meetings, facilitating discovery sessions, and managing project escalations with professionalism and empathy.
• Ability to analyze existing workflows and systems to identify gaps, opportunities, and integration points. Experience creating process flows and data models is a plus.
• Familiarity with Agile and Waterfall methodologies and the judgment to know when each applies. PMP, CAPM, CBAP, or similar certification (or actively pursuing) is a plus.

Requirements

• Bachelor’s degree in business administration, Information Technology, Management Information Systems, or a related field is preferred. Equivalent professional experience (3+ years) in project management or business analysis will be considered in lieu of a degree.
• Relevant certifications such as PMP, CAPM, CBAP, or comparable project management/business analysis credentials are beneficial, or actively pursuing.
• Demonstrated experience in a customer-facing project management or business analysis role within a SaaS or technology services company, with a strong focus on requirements definition, project delivery, and building lasting client relationships.
• Minimum of 3 years of direct experience managing implementation projects, customer onboarding, or system integration efforts for a SaaS application, ERP system, or similar platform.
• Proven proficiency with GuideCX, Monday.com, or equivalent project management and implementation management tools.
• Exposure to EDI, RESTful APIs, and system integration concepts. Willingness to learn quickly if experience is limited.
• Experience working in a remote or distributed team environment with strong self-management, documentation, and communication skills.

Preferred Qualifications

• Hands-on experience with GuideCX for managing customer implementations.
• PMP, CAPM, CBAP, or similar certification (or actively pursuing).
• Experience with customer onboarding or implementation projects (New Logo / go-live processes).
• Experience working with ERP, WMS, OMS, or similar enterprise systems.
• Familiarity with Agile and Waterfall methodologies.
• SQL literacy or experience with data analysis / reporting tools is a plus.

What Success Looks Like

• At 30 days: You’ve onboarded, understand our product and customer base, shadowed active projects, and begun managing a small set of existing customer projects.
• At 60 days: You’re independently running projects across both existing customers and New Logos, producing your own requirements documentation, and building relationships with key stakeholders.
• At 90 days: You’re a trusted partner to your customers and internal teams. You’ve delivered at least one project milestone successfully and are contributing to process improvements in how we manage implementations.

Salary Range

$51,500 – $74,000.

Company Description

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.