Implementation Manager

Implementation Manager I Customer Business Unit: Department: Base Location: Job Summary: The Implementation Manager is responsible for the successful completion of complex project engagements for new and existing customers globally.
If you love to collaborate across various teams, continuously learn and challenge yourself, work on initiatives that directly impact customer experience, and collaborate with Operations teammates to deliver tangible value, this role is for you.
Essential Job Functions: The role involves integrating inputs from global stakeholders to manage project scope, schedule, and budget effectively.
Key responsibilities include understanding sold solutions, contributing to Statements of Work (SOWs), and managing revenue and profit drivers for each solution.
The individual will lead resource planning, prioritize projects, and communicate plans, dependencies, and critical issues to executive management.
The project manager is responsible for independently developing, leading, and executing successful projects while transitioning customers to the account support team.
This includes setting realistic expectations, creating implementation strategies, and mitigating risks.
Proactive analysis of potential risks and issues is essential, with timely communication and escalation to senior management as needed.
Supporting multiple complex projects across various service lines, the project manager will apply project management methodologies, delegate tasks, and make recommendations for resource alignment.
They will utilize reporting tools to track progress and collaborate with teams to address operational issues.
Additionally, the role involves assisting customers with internal communications, training Iron Mountain field operations, validating billing accuracy, and identifying product and service opportunities.
The project manager will maintain weekly status reports, meeting notes, and ensure project documentation is up-to-date.
As the primary contact for customers, the project manager will facilitate meetings, identify, resolve and when necessary escalate any issues that may be impeding the success of the project, as well as develop workflows and training documents.
They will also mentor team members and contribute to improving internal processes and tools.
Key Skills, Requirements and Competencies: - Proven project management experienced in managing internal geographically dispersed teams and external customers - Strong facilitation and communication skills; clear concise communications at multiple levels - Skilled at working effectively with cross-functional teams in a matrix organization - Experience in process improvement and Six Sigma certification an advantage - Flexible and adaptable to change - Comfortable with digital tools and learning new ways of working - Demonstrates a strong willingness to independently learn new processes and skills - Exhibits critical thinking and problem-solving skills - Positive and professional attitude - Able to self-start effectively with ambiguity and varying levels of detail - High degree of initiative, personal ownership and capacity to lead multiple priorities/workstreams of significant scope in a fast-paced environment.
- Skillful in communicating with and influencing a wide range of internal and external stakeholders including leadership, employees, potential/existing customers, competitors, and business partners.
- Experience with online project management tools such as Smartsheet is an advantage Supervision Received (Direct Indirect): Direct: Manager of Implementations Processes Indirect: VPs, SVPs, Field Operations Management Supervision of Employees: Direct: None Indirect: None Knowledge, Skills, Abilities (KSA) Data: Education: Bachelor s degree in Management or related field preferred or equivalent work experience.
PMP certification required.
Language: English Skills: Proven customer facing experience, internal/external written and verbal communication, interpersonal and analytical skills.
Ability to multi-task and prioritize issues in a complex environment.
Excellent customer service and organizational skills.
Must be detail-oriented.
Strong computer skills.
In particular, must be proficient with Excel, as well as project related software such as Smartsheet.
Prior Work Experience: Requires 5 plus years of proven project management experience in a matrix environment.
Environmental job requirements: Office environment; Ability to travel up to 30 - 40% of the time dependent upon project demands.