Senior Implementation Project Manager

At SMS Assist, we’re not just in the business of fixing properties—we’re fixing an entire industry. Typically, facilities maintenance is tough work—both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. We decided a better way wasn’t only possible, but essential. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations.
The implementation team focuses on building standardized, repeatable implementation programs to successfully onboard a client to SMS assist. This individual manages and leads a successful deployment of the new client implementation plan. They seek ways to continually evolve and improve the implementation project. They build and implement transformations using customizable solutions for each company’s unique business strategy. This individual works under general supervision.
Responsibilities

• Consistently deliver exemplary internal and external customer interactions and exhibit the world class customer service that SMS Assist strives towards.
• Track project against agreed upon delivery dates and provide weekly written status updates through established reporting mechanisms to client and internal stakeholders/senior-level personnel
• Act as the main client liaison during implementation, able to respond authoritatively to both implementation and general SMS Assist inquiries.
• Build strong relationships with all key internal teams (e.g. Operations, Product, Affiliate, Legal & Sales) to deliver on client implementations. Leverage those relationships to influence and drive improvements between those teams and Implementation
• Use experience from previous implementations, continually seek opportunities to increase efficiency, consistency and effectiveness of the implementation plan
• Foster a positive team environment
• Provide guidance and oversight to Implementation Specialists
• Document and create content for new and existing processes and publish to the Implementation team’s knowledge base. Is a reviewer/approver of content created by other team members
• Ensure confidentiality of internal and external data
• Coordinate project work for all functions related to new client onboarding to deliver excellent outcomes
• Understand the escalation process for project risks and issues; develop and execute mitigation plans, involving internal teams as necessary
• Perform ad-hoc projects and other duties as assigned
• Modify and create (as necessary) SMS Assist standard implementation documents, tools and processes to manage change successfully throughout the course of the project, with basic understanding of the impact of change on the overall project/program
• Have a strong understanding of the SMS Assist implementation project plan and customize it to suit the delivery of basic complexity client implementations

Professional Skills

• Proficient use of content/knowledge management tools e.g. Microsoft SharePoint, Bloomfire etc.
• Relationships – Advanced. Build and manage relationships from project team members all the way to C-suite
• Prioritization – Advanced Task Specific Skills
• Process Orientation – Advanced
• Written Communication – Advanced New Role.
• Moderate knowledge of traditional/waterfall project management methodologies, including planning, scope definition, execution, and delivery
• Moderate knowledge of traditional/waterfall project scheduling platforms e.g. Microsoft Project, Smartsheet etc.
• Learning Agility – Proficient
• Proficient use of meeting software e.g. Zoom, telephone conferencing etc.
• Analysis – Advanced
• Excellent Meeting Management
• Computer Skills: Excellent Microsoft Office Suite skills.
• Verbal Communication – Advanced
• Customer Service – Advanced
• Travel requirements: Travel Expected: up to 10% of the time
• Problem Solving – Advanced

Minimum Qualifications

• Project Management Professional (PMP), or equivalent experience
• Experience managing multiple concurrent projects of basic complexity
• 2-4 years of related business experience

Other Relevant Qualifications

• Bachelor’s degree
• 1-2 years of client consulting strongly preferred

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law