Remote Implementation Project Manager

Implementation Team Member

As a member of the Implementation team, you will be responsible for owning and driving the Implementation phase of the customer journey, setting a strong foundation for long term success. You will manage several projects in parallel, including top priority enterprise accounts and spanning complete suite of services and products. You will serve as the main point of contact for your customers, project manage the end-to-end implementation process, and partner with GTM, Product, and Engineering teams. You will work with customers directly to set them up for success and advocate for their needs internally. You will also build the systems and tools to make these processes more efficient as the business grows. This role reports to the Senior Director of Operations.

Project Management & Issue Resolution:

• Build project plans with clear milestones, due dates and hold customers as well as internal partners accountable to achieving those objectives
• Proactively project manage the implementation process end-to-end to achieve target timelines and goals
• Partner with the appropriate internal and external teams to align on key milestones and workflows
• Identify any blockers that could delay an implementation; partner with the appropriate internal and external teams to resolve
• Collaborate with internal stakeholders to define project scope, goals, and deliverables, and manage expectations throughout the customer journey

Data Exchange & System Setup:

• Support our largest customers as they familiarize themselves with our data model and import requirements
• Comfort with APIs, integrations, or system configurations - enough to manage and communicate with product/engineering teams

Customer Experience:

• Ensure your customers are set up to achieve their first value
• Be a champion of our customers; identify opportunity areas and create tight feedback loops between our customers and internal teams

Process Improvement & Collaboration:

• Proactively identify gaps in current implementation process
• Drive development of processes and resources as needed to support implementation team's goals of scalability while maintaining strong customer NPS
• Foster a culture of collaboration, accountability, and excellence within the overall team at Medallion, promoting a positive work environment and driving team cohesion