As an Implementation Project Manager, you will be responsible for all operational aspects of guiding new customers through an implementation lifecycle and onto our technology platform. You will be expected to conduct analyses and assess the team’s practices to make sure they are operating as efficiently as possible. Your main focus will be to improve implementation procedures and tooling in order to make the implementation process as seamless as possible, which may come with complications, as there are both internal and external stakeholders whom you will have to work with. You are expected to proactively communicate the action plan, status, next steps as well as proposed solution(s) with all stakeholders. What you will do: In order to succeed in this role, you will need to be able to: Become an influential leader within the Onboarding team assisting management with key items such as ticket escalation, process improvements and liaison across the Product organization Assist management with mentorship of new team members Consolidate, Improve and/or Modify Onboarding Playbook Documentation Own and manage all facets of the Onboarding process for new customers, when applicable Query and extract data using common computer language’s including SQL, C#, and Python Communicate status updates and next steps by phone and email to internal stakeholders and customers Obtain customer data, ingest it into our systems, and test the quality and expected functionality He/She is able to manage multiple ongoing projects and client facing communication Quickly own and resolve relevant support tickets, explain the breakdown, and suggest process improvements for recurring cases In parallel, be the initial point of escalation of support tickets, when applicable Work diligently and collaboratively with members of other teams to meet or exceed communicated Service Level Agreements Communicates with clarity against the work they are leading and ensures that the priorities of others are considered Applies critical thinking along with solutions to issues or problems that may occur with a comprehensive view Uses judgment to identify and resolve day-to-day problems Recognize setbacks plus risks to goals/metrics and escalate as required Become a subject matter expert in the dealership management system and data extraction topics Prioritize and manage concurrent work streams with minimal supervision Analyze the team’s current processes and suggest/ implement process improvements Assist in building reports in Salesforce for the appropriate business need (when applicable)