Job Summary

As a Senior Project Manager, you will own the full lifecycle of large-scale, platform SaaS implementations — on time, on budget, and with high customer engagement and satisfaction. This role requires more than task execution: you will be expected to think strategically about each engagement, anticipate risk before it becomes a problem, and take full accountability for outcomes. You will plan and designate project resources, monitor progress, and keep stakeholders informed throughout the entire process, setting the pace and direction of the engagement from the start. You will be the go-to person for everything involving a project's organization, timeline, and overall success. 

Responsibilities

Act as a primary point of contact throughout the overall software implementation process, setting the tone and cadence of the engagement. 

Develop and define the complete project plan, including all project artifacts (charter, schedule, RAID log, communication plan, etc.). Ensure project milestones, budget, training needs, and business and technical requirements are met within the agreed timeline and budget. 

Proactively forecast, surface, and manage issues and risks associated with the project, flagging concerns early and keeping ahead of them. 

Prepare weekly status reports for executives and facilitate weekly status review meetings with customers, using these touchpoints to drive decisions forward. 

Establish and maintain effective working relationships with all customers, including demanding or high-friction stakeholders — reading a room, managing difficult conversations directly, and keeping the relationship productive under pressure. 

Advocate on behalf of customers by prioritizing and escalating issues when needed, while holding the line on scope, timeline, and resourcing to protect project success. 

Exercise sound judgment on when to escalate versus when to resolve independently, and own the outcome of decisions made. 

Work cross-functionally with all teams regarding software enhancements, solving problems, and implementing changes as needed, treating the success of the broader implementation as the measure of the job well done. 

Assist with system configuration and demonstrate final system setup. 

Collaborate with the Sales and Account Management teams to manage changes to the original Scope of Work, protecting margin and delivery quality while maintaining the customer relationship. 

Provide end-user training and technical support during the implementation process as needed. 

Ensure effective transfer of information learned in training to the work environment. 

Ability to travel nationwide, up to 15% annually. 

Performs other duties as assigned. 

Required Skills & Qualifications

At least 5 years' experience in project management, including demonstrated ownership of full project outcomes. 

Strong organization and planning skills, with fluency in building and maintaining formal project artifacts (schedules, RAID logs, status reports, communication plans). 

Excellent customer-facing and internal communication skills, with a track record of managing demanding or difficult stakeholders professionally and effectively. 

Excellent written and verbal communication skills. 

Solid organizational skills including attention to detail and multitasking skills. 

Demonstrated ability to make important decisions under pressure and own the outcome. 

Strong critical thinking, problem-solving, and strategic judgment — able to see the health and trajectory of the overall engagement, not just the immediate task. 

Strong working knowledge of Atlassian suite, specifically Jira Software, Jira Service Management, Jira Plans (Advanced Roadmaps), and Confluence. 

Ability to lead project teams of various sizes and see them through to completion. 

Strong understanding of formal project management methodologies. 

Able to complete projects in a timely manner. 

Familiarity with Software as a Service (SaaS) applications. 

Budget management experience. 

Bachelor's Degree 

Preferred Skills & Qualifications

PMP Certification 

Experience with Relational Database Management Systems. 

Experience working in the Human Services Industry. 

Experience with managing government contracts. 

Knowledge of AI tools (Rovo, Claude, CoPilot, etc.).