Implementation Project Administrator I

Purpose of this Position

The Implementation Project Administrator I plays a critical role in delivering a smooth, timely onboarding experience that ensures customer satisfaction and accelerates time to-value for McLeod Software solutions. This role exists to manage the execution of customer implementation projects and protect revenue by maintaining project scope, managing risks, and ensuring strong coordination between internal teams and external customers.

Essential Duties And Responsibilities

• Administers implementation projects for New Business and Upgrade customers.
• Creates project timelines and deliverables.
• Interfaces internally and externally to get projects completed.
• Maintains project schedules to ensure coordination with customers.
• Monitors and communicates project risks and successes.
• Works to ensure appropriate internal staff is involved in escalated service and delivery issues.
• Prioritizes projects and ensures consistency and documentation.
• Provides exceptional customer service experience to our customers.
• Creates and distributes client deliverables including but not limited to timelines, responsibilities, and other client-facing items.
• Manages internal and external secondary milestones.
• Creates/updates work orders.
• Creates Statements of Work (SOWs).
• Continues improvement of technical knowledge and ability.
• Serves as a point of issue escalation.
• Maintains accurate records of time expenditures for billing to the customer.
• Keeps abreast of new product development at McLeod and industry trends.
• Works after hours/weekends as required with management approval.
• Periodic overnight travel may be involved.

Competencies

• Ability to learn internal software and systems.
• Ability to multitask.
• Strong time-management skills.
• Strong organizational and prioritization skills.
• Ability to effectively communicate complex concepts.
• Attention to detail and accuracy.
• Ability to manage competing projects and priorities.

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Education/Experience: Bachelor's degree preferred, or equivalent experience managing tasks, following up with customers or stakeholders, and delivering assigned work on time through internships, academic projects, or early-career roles. 3+ years of experience providing customers with software support, preferred. Experience building relationships in an external customer-facing role, preferred. Working knowledge of McLeod Software and/or the transportation and logistics industry preferred. Intermediate proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint). Experience using project management tools such as Jira, Trello, or similar platforms preferred.