Implementation Project Manager

About the role

Intellum is the leader in corporate education technology and powers the largest, most successful customer, partner, and employee learning programs in the world. Large brands and fast-moving companies like Google, Meta, Amazon, Walmart, Xero, Atlassian, Mailchimp, Airbnb, Stripe, and TikTok rely on Intellum to engage and educate the audiences they touch. We have always been a "remote first" company and are proud to have team members located all over the world. We value Curiosity, Creativity, Perseverance, and Kindness and strive to demonstrate these core values every day. Our culture is very important to us. We invest in our people in fun and exciting ways, including personal development budgets and an annual all-company retreat that is focused less on work and more on human connections. We are in growth mode, and our "smart growth" approach ensures that we will continue to scale our company effectively. This is not a traditional Project Manager role focused on internal stakeholders, PMO governance, or back-office project tracking. This is a client-facing SaaS implementation and onboarding role responsible for guiding Intellum customers through complex technical implementations, platform launches, integrations, and customer-specific configuration projects. The Implementation Project Manager (IPM) plays a key role in delivering efficient and effective services experiences for new and existing Intellum clients. Responsible for directly managing end-to-end implementation projects and technical initiatives, the IPM ensures alignment between technical requirements and business goals while providing a structured, high-quality customer experience. This role requires strong project management capabilities, platform expertise, and the ability to collaborate across internal and customer teams to deliver measurable outcomes. As a member of the Technical Project Management team within Professional Services, you will guide internal stakeholders and clients through complex implementation efforts, proactively identifying risks, resolving issues, and providing clear technical guidance throughout the project lifecycle. You will partner closely with cross-functional teams, including Sales, Customer Success, Product, Engineering, Support, and Education, to ensure clients are positioned for long-term adoption and success. This role reports to the Director of Technical Project Management.

Responsibilities

• Project Management & Work Quality
• Lead multiple implementation projects simultaneously, from kickoff through delivery, ensuring all milestones are met on time and within budget.
• Manage end-to-end technical projects requiring cross-functional alignment and execution for new and existing customers.
• Drive quality project delivery and long-term customer health by establishing clear project plans, tracking progress, identifying and mitigating risk, and conducting post-project debriefs.
• Coordinate internal and client-facing resources, aligning project delivery with customers' desired business outcomes and Intellum's company targets.
• Technical & Platform Expertise
• Demonstrate strong platform knowledge and guide clients through technical decisions, including integrations, user management, and data structures.
• Translate technical and business requirements into scalable solutions aligned with client goals and product capabilities.
• Identify potential project and technical risks early and proactively develop mitigation strategies.
• Continuous Improvement & Knowledge Sharing
• Contribute insights from project retrospectives to improve team workflows and implementation methodology.
• Document and share best practices, templates, and reusable assets to support consistent delivery excellence.
• Support operational discipline by maintaining accurate documentation and adherence to established processes.
• Customer Experience & Growth
• Deliver an exceptional client experience during implementation and technical projects, balancing technical accuracy with relationship-building and long-term retention.
• Align project milestones to measurable client business outcomes and adoption goals.
• Partner with Customer Success to ensure a smooth transition from implementation to ongoing Customer Success management.
• Identify opportunities to enhance client adoption and surface potential expansion opportunities to appropriate internal stakeholders.
• Stakeholder Management & Communication
• Own all project-related communication, keeping internal and external stakeholders informed, aligned, and engaged.
• Build trusted relationships with clients and internal teams through transparency, consistency, and responsiveness.
• Manage expectations, escalate risks when necessary, and drive accountability throughout the project lifecycle.
• Metrics/Goals
• The Implementation Project Manager is measured on:
• Client satisfaction
• Implementation timeline adherence
• Scope and budget management
• Project health indicators
• Post-onboarding adoption and retention

Benefits

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