Customer Implementation Manager Jobs in Warren, OH

As a Senior Technical Project Manager at Echo360, you will lead the planning, coordination, and successful execution of complex customer-facing initiatives across the Echosystem. You will serve as the primary project leader for projects involving new customer onboarding, product adoption, technical implementations, platform migrations, upgrades, training engagements, customer offboarding, and other strategic customer initiatives. 

This role requires project leadership rather than hands-on implementation or customer training.  You will develop and manage comprehensive project plans, establish milestones and dependencies, coordinate cross-functional teams, proactively manage risks, and ensure all project deliverables are completed on time and aligned with customer expectations. 

This is a highly customer-facing role requiring regular meetings with enterprise customers and executive stakeholders throughout the project lifecycle.  As the central point of coordination, you will present project plans, timelines, milestones, and progress updates to customers while maintaining accountability across internal teams. You will provide executive visibility through concise weekly reporting on project health, accomplishments, upcoming milestones, risks, dependencies, and mitigation plans. Your ability to build trust, drive accountability, and keep both customers and internal teams aligned will be critical to delivering successful customer outcomes. 

In this role, success is measured by your ability to keep complex customer implementations on track, align cross-functional teams around shared milestones, communicate effectively with customer stakeholders and executives, and deliver predictable, high-quality outcomes. If you thrive in fast-paced SaaS environments and enjoy bringing structure, accountability, and clarity to complex projects, we'd love to hear from you.

Requirements

The Key Responsibilities for this role include:

Project Planning & Delivery 

• Lead customer-facing technical projects from initiation through successful completion. 
• Develop comprehensive project plans that define scope, milestones, timelines, dependencies, resource assignments, deliverables, and success criteria. 
• Build and maintain detailed project schedules that include customer responsibilities, internal workstreams, critical decision points, implementation milestones, and key deliverables. 
• Monitor project progress against plan and proactively identify schedule impacts, resource constraints, and execution risks. 
• Drive projects to completion while balancing quality, timelines, customer expectations, and business priorities. 
• Successfully manage multiple concurrent customer projects with competing priorities. 

Cross-Functional Leadership 

• Coordinate work across Product, Engineering, Technical Implementation, Customer Success, Professional Services, Training, Support, Sales, and other internal organizations. 
• Lead project kickoff meetings, planning sessions, milestone reviews, recurring status meetings, and project closeout activities. 
• Ensure all project participants understand responsibilities, timelines, dependencies, and expected outcomes. 
• Hold project teams accountable for meeting agreed-upon deliverables and deadlines. 
• Remove obstacles, facilitate decision-making, and escalate issues when necessary to maintain project momentum.

Customer Project Leadership 

• Serve as the primary project management contact for assigned customer engagements. 
• Build trusted relationships with customer stakeholders throughout the project lifecycle. 
• Present project plans, schedules, milestones, risks and overall project status to customer stakeholders and executive sponsors. 
• Lead recurring customer project meetings to communicate progress, upcoming activities, decisions, risks, and schedule changes. 
• Ensure customers clearly understand their responsibilities, required deliverables, key milestones, and project timelines. 
• Drive customer accountability for decisions, approvals, testing activities, resource commitments, and project milestones necessary to maintain delivery schedules. 
• Manage customer expectations through proactive, transparent, and professional communication. 

Risk, Issue & Change Management 

• Identify project risks, assumptions, issues, dependencies, and resource constraints early in the project lifecycle. 
• Develop mitigation strategies and coordinate resolution across functional teams. 
• Maintain project RAID (Risks, Assumptions, Issues, Dependencies) logs and action registers. 
• Manage scope changes through established change management processes. 
• Escalate critical issues with clear recommendations and resolution options. 

Executive Reporting & Project Governance 

• Prepare and distribute weekly executive project status reports summarizing project health, accomplishments, upcoming milestones, risks, dependencies, customer concerns, leadership decisions required, and overall project status. 
• Develop executive-ready dashboards, presentations, and customer-facing reporting materials. 
• Maintain accurate project documentation including project plans, schedules, action logs, RAID logs, meeting minutes, and decision registers. 
• Monitor project KPIs and recommend corrective actions when project performance deviates from plan. 
• Ensure projects adhere to established governance processes, methodologies, and quality standards. 

 Continuous Improvement 

• Identify opportunities to improve project delivery, governance, customer communications, and operational processes. 
• Develop and maintain standardized project templates, reporting frameworks, project methodologies, and best practices. 
• Recommend improvements that increase delivery predictability, operational efficiency, and customer satisfaction. 
• Champion a culture of accountability, transparency, and continuous improvement across customer delivery initiatives. 

Qualifications 

• Bachelor's degree or equivalent professional experience. 
• 7+ years of experience managing complex customer-facing technical projects within SaaS, enterprise software, or EdTech organizations. 
• Demonstrated success leading multiple concurrent enterprise customer projects involving cross-functional technical and business teams. 
• Proven ability to present project plans, executive status updates, implementation roadmaps, and delivery progress to customer executives and senior leadership. 
• Practical experience managing projects involving enterprise software deployments, SaaS implementation lifecycles, customer onboarding, technical integrations, identity management, LMS integrations, data migrations, and platform transitions. 
• Experience leading technical implementation projects without directly performing technical implementation work. 
• Experience using project management tools such as Jira, Azure DevOps, Smartsheet, Monday.com, Microsoft Project, Asana, or equivalent platforms. 
• PMP, CAPM, PMI-ACP, Scrum Master, or equivalent project management certification preferred. 
• Exceptional organizational, analytical, communication, and presentation skills. 
• Strong executive presence with the ability to influence, facilitate decisions, and build consensus across customers and internal stakeholders. 
• Ability to successfully manage competing priorities while maintaining a high level of professionalism

Core Competencies 

• Technical Project Management 

• Enterprise Customer Delivery 
• Customer Relationship Management 
• Project Planning & Scheduling 
• Milestone & Dependency Management 
• Executive Presentations 
• Customer Communication 
• Executive Reporting    
• Cross-Functional Leadership 
• Stakeholder Management 
• Risk & Issue Management \ Change Management     
• Resource Coordination 
• Process Improvement 
• Operational Excellence 
• Strategic Execution 

Success Measures 

Success in this role will be measured by: 

• Successful delivery of customer projects on schedule and within agreed scope. 

• Achievement of customer and internal milestone commitments. 
• High customer satisfaction with project execution, communication, and overall delivery experience. 
• Accurate, timely, and actionable weekly executive project reporting. 
• Effective management of project risks, dependencies, resource constraints, and change requests. 
• Strong collaboration across cross-functional teams resulting in predictable project outcomes. 
• Continuous improvement of project management methodologies, governance, and customer delivery processes. 

Why Join Echo360? 

At Echo360, you'll help institutions successfully adopt and expand the Echosystem while partnering with talented cross-functional teams across Product, Engineering, Customer Success, Professional Services, and Support. As a Senior Technical Project Manager, you'll play a critical role in delivering exceptional customer experiences by providing the leadership, structure, communication, and accountability that ensure successful project outcomes from initiation through completion. 

 Additional Job Details:

This position is FULLY REMOTE; we will consider candidates who are located in many, but not all, states within the United States.  For US-based positions, candidates must be eligible to work in the United States for any employer.

The base salary range for this position is $125,000 - $140,000 annually, although compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work.

To ensure applications are reviewed by the appropriate team, we ask that all candidates apply directly through our job postings only. This helps us manage applications effectively and maintain a fair hiring process. We look forward to receiving your application!

About Echo360: 

Echo360 is the global leader who delivers the transformative power of learning for both education and business through the EchosystemTM , the world’s first Learning Transformation PlatformTM. The Echosystem is an interoperable, modular end-to-end suite of solutions enabling transformative learning experiences grounded in principles of equity, engagement, and evidence.  Learn more about Echo360 at www.echo360.com.

We’re looking for individuals who can support our DNA:

Maniacally Mission Driven - We embrace our roles as agents of transformation: enabling the kind of inspired learning that changes people’s lives.

Massively Collaborative – We support each other and work together for the greater good.  By joining forces, our collective potential is mighty.

Relentlessly Inventive - We see the potential to deliver breakthrough solutions and are empowered to deliver them.

Moving at the speed of bright - Velocity is something we put at the core of everything we do. Not only because technology is moving fast, but because our learners are moving even faster.

Benefits

Echo360 offers comprehensive benefits including medical, dental, vision, life & disability insurance, a 401(k) plan with company match and an unlimited PTO policy.

Echo360 does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

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