About the role
The Implementation Project Manager (IPM) owns the end-to-end delivery of customer implementations, including new customer onboarding and existing customer rollouts of new products or capabilities.
This role is accountable for project governance, timelines, risk management, stakeholder coordination, and go-live readiness, ensuring implementations are delivered predictably, efficiently, and with high quality.
The IPM works closely with:
- Customer Success Managers (adoption & value realization)
- Solution Consultants (solution design & integrations)
- Product (for new capability discovery)
- Customer stakeholders (program owners, IT, operations)
- Account Executives (AE) on implementation scope confirmation and value proposition handoff
What you'll do
End-to-End Implementation Ownership
- Own delivery of customer implementations from pre-kickoff handoff through go-live
- Define and manage implementation plans, milestones, dependencies, and success criteria
- Ensure consistent execution across accounts, aligned with Inspectorio’s implementation methodology
Project Management & Governance
- Lead kickoff sessions, recurring project status meetings, and executive updates (Executive & SteerCo, where applicable)
- Track progress against plan; proactively identify and mitigate risks, issues, and scope changes
- Drive decisions, unblock teams, and escalate effectively when needed
Cross-Functional Coordination
- Partner with Solution Consultants on technical configuration, integrations, data migration, testing, and validation
- Coordinate with Product for discovery related to new capabilities
- Work with Customer Success Managers to ensure a smooth transition from implementation to adoption
Customer & Stakeholder Management
- Act as the primary execution lead for customer-side stakeholders during implementation
- Set clear expectations on scope, timeline, responsibilities, and dependencies
- Drive customer accountability for inputs, decisions, and readiness activities
UAT, Training & Go-Live Readiness
- Support CS in planning and managing UAT preparation and execution
- Ensure Solution Consultants and Product provide required technical support during UAT as needed
- Track readiness milestones and dependencies to ensure all go-live criteria are met before launch
Continuous Improvement & Standardization
- Contribute to improving implementation playbooks, templates, and best practices
- Provide feedback to CS, SC, Product, and Value Transformation COE on recurring gaps, risks, and opportunities
- Help scale implementation delivery as volume and complexity grow
Qualifications
- 5+ years of experience in implementation project management, program management, or complex SaaS delivery
- Proven track record managing multi-workstream, cross-functional projects
- Strong customer-facing presence with experience engaging leadership-level stakeholders
- Excellent organizational, communication, and risk management skills
- Comfortable operating in ambiguity and evolving program complexity
- Experience in B2B SaaS, enterprise software, or operationally complex environments
- Familiarity with integrations, data migration, and UAT processes
- Experience working alongside CS, Product, and Solution Consulting teams
- Fluent in English and preferably Mandarin
Benefits
Why it would be awesome to work with us
- Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.
- ️ Flexible Working: Whether from home, a coffee shop, or our global hubs, work where you're most comfortable.
- Project Ownership: You get to lead the initiatives you're passionate about, professionally or socially.
- Grow with us: We're invested in your personal and professional development.
- Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.
- Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.
- Celebrate together: Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture.
Our Values
- EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.
- AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.
- COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.
- HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.