Implementation Project Manager

Cordial Experience Inc.

3d•$100,000 - $120,000

About The Position

The Implementation Project Manager is the main point of contact for our customers during the onboarding and implementation phase of our partnership. This person is responsible for guiding Cordial’s clients through a successful implementation of the platform, third-party integrations, and AI-powered capabilities, while providing clear timelines and status updates throughout. As Cordial continues to expand its agentic AI and cross-channel intelligence features, the Implementation PM plays a critical role in ensuring clients are set up to take full advantage of what the platform can do from day one. This role also embraces AI in how it operates — using intelligent tools to run a more efficient, scalable implementation practice.

Requirements

Bachelor's degree or equivalent.
Minimum of 5 years of experience in project management in a professional services environment.
Track record of driving meaningful, successful implementations and managing client projects.
Strong understanding of how to plan, communicate and make sure things get done or that the client understands the impact of missing dates.
Ability to handle difficult or unexpected issues and/or complex business challenges while remaining calm and identifying the right resources and solutions.
Handle incidents, escalations, and exceptions in a professional manner.
No problem working with senior-level marketers, IT /systems integrators, and marketing technology and services partners.
Able to manage multiple open projects at any point in time, with varying degrees of complexity and business priority.
Uncanny ability to collaborate with internal teams including Experience Management, Strategy, Support, Product, Engineering, Sales, and the Executive Team.
Track record of delivering phenomenal results in a dynamic, autonomous start-up environment.
Embody Cordial’s values.

Nice To Haves

Eager to be an expert in Cordial’s technology and would work diligently to remove any friction preventing our clients from unlocking the power of the platform. Cordial has a robust ecosystem with various inputs/outputs including a RESTful API, JavaScript Tag, Dynamic Scripting for Email/SMS/Push, and a sophisticated UI.
Curious about AI and what it means for both marketing technology and how you work. You don’t need to be an AI expert, but you’re energized by what AI makes possible for clients and you actively look for ways to use AI tools to be more efficient — whether that’s drafting documentation, synthesizing project updates, or identifying risks earlier. You’re energized by what AI makes possible and bring that mindset into every implementation.

Responsibilities

Project manage a portfolio of varied customer on-boardings to drive successful outcomes.
Manage internal stakeholders and external client expectations on projects and timelines.
Maintain and track all projects and documentation; ensure proper and consistent communication of status to the client and Cordial Teams.
Develop and share best practices with clients.
Ensure the platform is successfully rolled-out according to required timelines and customer initiative requirements.
Be client obsessed. Build relationships with key customer contacts to ensure high levels of satisfaction and to lay the foundations for continued growth and partnership.
Collaborate cross-functionally. You will work closely with the Product team to improve client adoption across our entire platform. You will also collaborate with our Client Success, Strategy, Support, and Sales teams to ensure Cordial is continuously meeting and exceeding our client’s expectations and goals.
Document and record all completed project work allowing a manageable framework that everyone can access for success.
Champion AI adoption from the start. You will help clients understand and activate Cordial’s AI-powered capabilities during onboarding, ensuring they are positioned to leverage intelligent features — from predictive send-time optimization to agentic workflows — as part of their initial rollout.
Use AI tools to work smarter. You will leverage AI-powered tools to streamline project tracking, documentation, status reporting, and communication — running a more efficient implementation practice and freeing up more time for high-value client work.