Implementation Project Manager

Implementation Project Manager

Spektrix is seeking an Implementation Project Manager to join our Implementation Department. This is a full-time, remote position based in Ontario, Canada, with core working hours from 9:00 AM to 5:30 PM, Monday to Friday. While the role is primarily remote, occasional on-site attendance at key company events in NYC (4 times per year) and client sites is required. Travel expenses for NYC events will be covered by the business.

The Role

As an Implementation Project Manager, you will be instrumental in setting up new Spektrix clients for success. You will serve as the primary point of contact, guiding clients through their transition to Spektrix's world-leading ticketing, marketing, and fundraising software. Your role involves coordinating internal teams and external stakeholders to ensure clients are well-prepared to achieve their operational goals and find long-term success with our platform. Beyond client-facing responsibilities, you will also contribute to internal projects aimed at enhancing our client offerings, improving operational efficiencies, and capturing learnings to benefit future clients.

Key Responsibilities

• Lead the client's onboarding experience from contract signature to handover to the client success team.
• Identify and prioritize desired client outcomes throughout the implementation process.
• Develop realistic and adaptable project timelines aligned with client goals.
• Maintain proactive communication with clients, Spektrix teams, and third parties regarding project milestones, dependencies, and risks.
• Ensure comprehensive solution adoption within client organizations, focusing on long-term sustainability.
• Empower clients with self-sufficiency and ownership of their Spektrix solution for sustained growth.

Responsibilities

• Manage multiple client implementation projects, balancing competing priorities.
• Clearly communicate complex technical concepts to non-technical clients.
• Manage expectations and dependencies across diverse stakeholders.
• Evaluate client workflows and identify opportunities for efficiency and optimized adoption.
• Oversee data migration processes with Data Migration Engineers to support data-driven decisions.
• Coordinate website launches with clients and third-party developers.
• Collaborate with internal teams to improve the implementation journey and streamline workflows.
• Manage the onboarding process for Spektrix Payments to ensure timely sales processing.
• Assess and fulfill client reporting needs to enable informed business decisions.
• Provide feedback to improve global implementation processes and act as an advisor.
• Stay updated on product updates to share relevant features with clients.

Key Requirements

• Demonstrated success in managing complex projects.
• Experience with Google Suite, Jira, and/or Teamwork.com.
• Prior experience in a SaaS environment or with performing arts organizations is advantageous.
• Previous experience with ticketing and/or fundraising platforms is a plus.
• Patience, empathy, and tact in managing change across different decision-making levels.
• Adaptability and flexibility in a dynamic environment.
• Strong ability to translate technical concepts into clear, actionable insights.
• Capacity to quickly learn new software and technologies.
• Excellent analytical, problem-solving, communication (verbal and written), and attention-to-detail skills.
• Strong organizational skills for managing multiple projects.
• Composure and poise when addressing complex client needs.
• Humility and coachability for continuous learning and growth.
• Flexibility to assist team members when needed.

Benefits

• Comprehensive Health Benefit Package (Medical, Dental, Vision, Prescription, Disability, etc.)
• Generous Paid Time Off: 22 days PTO, 13 paid public holidays, 10 Paid Sick Days.
• Company-paid Life Insurance.
• Two paid volunteering days per year.
• Professional development opportunities.
• Flexible working with WFH setup/equipment support.
• Month-long Paid Sabbatical after 5 years of service.
• Regular social activities.

Working From Home

While many Spektrix team members are located near our offices (NYC, London, Manchester), remote team members work from home the majority of the time. All team members work from home at least some of the time. Spektrix provides reasonable support and necessary hardware for remote work, but requires employees to have a quiet workspace conducive to video calls and a strong, reliable internet connection.

Equal Opportunities

Spektrix is an equal opportunity employer committed to diversity and inclusion. We encourage applications from all backgrounds and experiences. We do not discriminate based on race, religion, gender, gender identity, sexual orientation, age, or disability status. We believe diversity fosters an inclusive work environment where team members can thrive. We encourage candidates to apply even if they do not meet 100% of the listed requirements. Please omit photos from your resume/application to help reduce bias. Spektrix may use AI-supported tools for application review, but human decision-making remains primary.

Key skills/competency

• Implementation Project Management
• Client Onboarding
• Project Timelines
• Stakeholder Communication
• Solution Adoption
• Client Relationship Management
• SaaS Implementation
• Data Migration
• Software Implementation
• Cross-functional Collaboration