Implementation Project Manager

About the role

Your mission as an Implementation Project Manager is to own the project delivery and execution of our new clients, onboarding with [Employer hidden] software and hardware. Ensuring every client has an outstanding onboarding experience, leading to their long-term success.

You will lead the end-to-end delivery of implementation projects, from initial handover through discovery, configuration, hardware deployment, and go-live. This role involves coordinating cross-functional resources, managing risks and dependencies, and ensuring clear alignment across stakeholders. You’ll combine strong project management expertise with solid technical understanding to successfully deliver complex software solutions. As the organisation grows, you will also play a key role in shaping and improving delivery processes.

The day-to-day

[Employer hidden] is a fast-paced company in a dynamic industry - we continuously adapt to the growing and changing needs of our customers and the business. We expect the below to be the bulk of the role, but this may change over time depending on your own development needs, aspirations and the makeup of the team.

• Lead the full project lifecycle from initial kickoff to successful hardware installation and go-live
• Own all project planning and day-to-day tracking using internal tools, ensuring project scope aligns with timelines and scope.
• Proactively identify risks, dependencies, and blockers, managing resolutions while maintaining transparent, confident communication with clients.
• Act as the primary contact, leading project calls (online and in-person), and aligning diverse stakeholders to ensure project alignment.
• Coordinate internal delivery team resources - including implementation associates and technical consultants, keeping them aligned on scope and timelines.
• Facilitate in-depth discovery sessions to capture requirements, challenge assumptions, and define clear, achievable deliverables that meet client needs.
• Collaborate with technical teams, leveraging technical fluency to ask critical questions and guide informed decision-making.
• Deliver high-impact training and manage high-pressure go-live support for software and hardware, ensuring a seamless handover to Client Success.

About you

- Strong project management and organisational skills, with the ability to manage multiple projects, timelines, and stakeholders simultaneously, which require organisation, prioritisation, deep thinking, and delivering outcomes.

- Top-notch communication. You have the ability to simplify concepts and tailor your style depending on who you’re communicating with - be that a CEO, restaurant manager, or ops director.

- Customer-focused. You empathise with clients in a genuine way that lets them know you understand their pain points and business needs. Setting high standards to provide an outstanding onboarding experience, leading to higher adoption, retention and expansion.

- Technically curious and confident - you don’t need to build the solution, but you understand the “why” behind it and can engage meaningfully with technical stakeholders.

- Self-sufficiency and initiative are a must. You will love the challenge of solving complex problems (operational and technical) and learning new things, along with thriving in a dynamic startup environment where you can do great work despite quickly changing situations.

It’d be a bonus if you:

• Experience in hospitality and or related tech business
• Experience managing enterprise clients
• Used to using Google Workspace and Slack

Key competencies

• At least 3+ years of experience in a client-facing role, preferably in Implementation, Operations or Client Success
• Strong project management experience, leading complex software projects end-to-end, ideally within a SaaS/software delivery environment
• Excellent written and verbal communication skills with the ability to adjust communication style to an audience
• Tech-savvy with a strong curiosity for SaaS products, and a proven ability to quickly learn and adapt to new tools, features, and technologies
• An ability to translate a client’s needs into a solid implementation strategy
• A proven ability to think outside the box and challenge the status quo when necessary to ensure project success.