Location: Remote
Work Schedule: Monday - Friday, with occasional flexibility for global time zone support

About the Role:

We are seeking a strategic and detail-oriented Client Implementation & Project Manager to become the central hub for launching and optimizing client solutions. You will be the primary driver for managing the end-to-end execution of critical client projects, from initial scoping through to successful delivery and relationship nurturing. This role is pivotal in ensuring our clients—innovative businesses in the retail technology and data analytics space—experience a seamless, professional, and exceptional onboarding and support journey.

You will collaborate closely with internal technical, data, and operations teams to coordinate resources, manage timelines, and solve challenges, all while serving as the trusted point of contact for your portfolio of clients. Your goal is not just to manage projects, but to ensure each client achieves their desired outcomes, fostering long-term partnerships and satisfaction.

Reports To: Chief Product Officer (CPO)

Key Responsibilities:

• End-to-End Project Leadership: Own the planning, execution, and delivery of client implementation projects (including new store rollouts, system upgrades, and location changes). Ensure projects are delivered on time, within scope, and meet quality benchmarks.

• Client Relationship Management: Serve as the primary, trusted point of contact for clients throughout their lifecycle. Proactively manage communication, set clear expectations, and resolve concerns to ensure high satisfaction and retention.

• Cross-Functional Coordination: Liaise between the client and internal teams (Data, Operations, Sales, Technical Support) to align resources, schedule installations, and troubleshoot service delivery issues.

• Process Optimization & Reporting: Monitor and report on project health and Key Performance Indicators (KPIs). Identify and document opportunities to improve implementation workflows, tools, and client communication strategies.

• System & Documentation Management: Utilize project management platforms (e.g., Asana) and CRM software to meticulously track milestones, tasks, client communications, and all project documentation.

Who You Are (Essential Qualifications):

• A minimum of 3-4 years of experience in project coordination/management, client success, or technical account management, preferably within a SaaS, technology, retail services, or data analytics environment.

• A proven track record of independently managing client portfolios and complex projects from kick-off to completion, ensuring high levels of client satisfaction.

• Strong expertise in troubleshooting and solving logistical or service delivery challenges, with a calm and solution-oriented approach.

• High proficiency with project management software (e.g., Asana, Jira, Trello) and CRM platforms (e.g., Salesforce, HubSpot) for tracking tasks and client interactions.

• An exceptional communicator, capable of translating technical concepts for non-technical clients and clearly conveying client needs to internal technical teams.

• Highly organized, with the ability to manage multiple priorities and deadlines in a fast-paced setting.

• Analytical and proactive, using data to inform decisions and anticipate project risks before they become issues.

Your Day-to-Day Impact:

• Develop and maintain detailed project plans, schedules, and resource allocation charts.

• Lead regular internal and client-facing status meetings, providing clear updates on milestones, timelines, and action items.

• Coordinate with logistics and field operations teams to schedule and track resource deployment (personnel, equipment).

• Actively monitor project health, identify potential delays or resource conflicts, and escalate issues appropriately.

• Maintain impeccable records of all client interactions, project decisions, and configurations within our CRM.

• Conduct post-implementation reviews and client satisfaction check-ins, providing structured feedback to internal leadership.

• Contribute to the continuous improvement of our implementation playbooks and client onboarding processes.

General & Professional Responsibilities:

• Uphold the highest standards of professional service and client communication.

• Adhere to company policies and procedures regarding operations, equipment use, and confidentiality.

• Foster a positive, collaborative working environment with colleagues across all departments.

• Remain adaptable, taking on other relevant duties as directed by management to support team and company objectives.