Implementation Project Administrator

Tom McLeod Software Corporation•Birmingham, AL

About The Position

Purpose of the Position: The Implementation Project Administrator I plays a critical role in delivering a smooth, timely onboarding experience that ensures customer satisfaction and accelerates time-to-value for McLeod Software solutions. This role exists to manage the execution of customer implementation projects and protect revenue by maintaining project scope, managing risks, and ensuring strong coordination between internal teams and external customers. Essential Duties and Responsibilities: Manages implementation projects for New Business and Upgrade customers. Creates project timelines and deliverables. Interfaces internally and externally to get projects completed. Monitors and communicates project risks and successes. Works to ensure appropriate internal staff is involved in escalated service and delivery issues. Prioritizes projects and ensures consistency and documentation. Provides exceptional customer service experience to our customers. Maintains project schedules to ensure coordination with customers. Creates and distributes client deliverables including but not limited to timelines, responsibilities, and other client-facing items. Management of internal and external secondary milestones. Creates/updates work orders. Creates Statements of Work (SOWs). Continues improvement of technical knowledge and ability. Ensures all items in the internal customer management system are up to date. Serves as a point of issue escalation. Monitors client issues to make sure they are being addressed. Records time expenditures accurately and timely for billing to the customer. Keeps abreast of new product development at McLeod and trends in the trucking industry. Works after hours/weekends as required with management approval. Periodic overnight travel may be involved.

Requirements

High school diploma, or equivalent, with a minimum of 4 years of project administration experience, required.
Years of experience can be substituted with a Bachelor’s degree.
Ability to learn internal software and systems.
Ability to multitask.
Strong time-management skills.
Strong organizational and prioritization skills.
Ability to effectively communicate complex concepts.
Attention to detail and accuracy.
Ability to manage competing projects and priorities.
Intermediate knowledge of Microsoft Office Suite required.
Experience with Project Management tools (i.e., Jira, Trello, Microsoft Project, etc) required.

Nice To Haves

Minimum of 3 years of experience providing customers with software support, preferred.
Experience building relationships in an external customer-facing role preferred.
Working knowledge of McLeod Software and/or the transportation and logistics industry, preferred.
Project Management Professional (PMP) and/or Certified Associate in Project Management (CAPM) is a plus.

Responsibilities

Manages implementation projects for New Business and Upgrade customers.
Creates project timelines and deliverables.
Interfaces internally and externally to get projects completed.
Monitors and communicates project risks and successes.
Works to ensure appropriate internal staff is involved in escalated service and delivery issues.
Prioritizes projects and ensures consistency and documentation.
Provides exceptional customer service experience to our customers.
Maintains project schedules to ensure coordination with customers.
Creates and distributes client deliverables including but not limited to timelines, responsibilities, and other client-facing items.
Management of internal and external secondary milestones.
Creates/updates work orders.
Creates Statements of Work (SOWs).
Continues improvement of technical knowledge and ability.
Ensures all items in the internal customer management system are up to date.
Serves as a point of issue escalation.
Monitors client issues to make sure they are being addressed.
Records time expenditures accurately and timely for billing to the customer.
Keeps abreast of new product development at McLeod and trends in the trucking industry.
Works after hours/weekends as required with management approval.
Periodic overnight travel may be involved.