Enterprise Onboarding Project Manager

ABC Financial Services•Vancouver, BC

2d•Remote

About The Position

This position is responsible for successfully managing integration requirements across multiple concurrent projects. These projects vary in complexity and scope, requiring strong attention to detail. Throughout the project lifecycle, this role will serve as the primary point of contact for clients, effectively communicating and balancing project constraints related to scope, timelines, quality, and risk. This includes setting clear expectations and monitoring client satisfaction. This position operates in alignment with company values and goals, consistently striving to exceed expectations and create “raving fans” throughout the onboarding experience for all new customers.

Requirements

3+ years experience managing projects, facilitating client conversations, leveraging technical aptitude, and collaborating cross-functionally to set up clients for success
Advanced Microsoft Excel skills
Intermediate MS Word, MS Access, Outlook, OneNote
Excellent communication skills, verbal and written
Excellent time management
Must demonstrate leadership
Must be a self-starter
Must be able to make independent decisions and take calculated risks
Must be dedicated to be available on-call 24/7
Must be an excellent communicator
Must be able to coordinate and maintain several projects with multiple deadlines
Must be able to effectively work across multiple departments to resolve customer issues
Must be an excellent problem solver
Ability to learn and implement technical skills
Minimum 2 years of relevant experience required
High school diploma or equivalent

Nice To Haves

Proficiency working with tools including Salesforce, JIRA and Asana is a plus
Project Management Certification and/or experience managing projects using PM tools (preferred)
College degree (preferred)
Gym/Health club MMS experience (preferred)
Bilingual language skills are preferred but not required

Responsibilities

Manage clients through the ABC Fitness onboarding process
Manage project expectations across the full scope, clearly defining roles and responsibilities
Manage project timeline tracking for task execution/delegation through provided PM tools.
Take a leadership role in ensuring ABC Fitness delivers appropriate software and system solutions to clients
Own and be accountable for the successful resolution of onboarding projects
Act as the client’s advocate, taking ownership of issues and ensuring timely resolution
Ensure clients fully utilize solutions to maximize value and revenue for both the client and ABC Fitness
Educate and guide clients on how to get the most out of their partnership with ABC Fitness
Provide specialized software and systems training as needed
Identify and execute upsell/cross-sell opportunities, educating clients on all platform features
Manage, delegate, and oversee client issues in collaboration with departmental leadership
Use Salesforce (or other designated CRM) to track client interactions and activities
Facilitate requirements discussions, capture business and financial needs, and document integration requirements end-to-end
Develop and maintain accurate project deployment and integration schedules
Oversee and lead client training sessions and customer visits related to assigned projects
Create and deliver brand-specific training and onboarding content, both in person and virtually
Support pre-sales efforts and activities for new prospects and customers when required
Review and approve deliverables, including post-deliverable sign-off
Provide reporting from various software systems aligned with client business needs, including financials, growth forecasting, production, marketing, and demographics
Direct all conversion and onboarding activities, collaborating with internal ABC Fitness teams to ensure effective communication and timely responses
Manage, delegate, and oversee client issues with department leadership
Partner with upper management to resolve complex issues when necessary
Provide weekly project updates and summaries to department leadership
Offer expert guidance and support to internal teams and onsite staff to address critical or outstanding implementation issues
Collaborate with Software Development to advocate for product enhancements and improvements
Deliver project completion documentation to Customer Success to ensure a smooth transition to the final stage of the lifecycle
Maintain expert-level knowledge of all client-facing software and systems
Proactively create opportunities to engage with clients through regional meetings and events
Submit expenses in a timely manner and adhere to company expense policies
Perform other duties as assigned by management
Maintain regular and reliable attendance