Implementation Project Manager

About Introhive

Introhive is an AI-powered Relationship Intelligence platform that helps firms overcome data silos and unlock actionable relationship insights that drive collaboration and growth. 

We've grown a lot since we began our journey in 2012, but our core mission remains the same – To revolutionize the way companies manage, nurture, and leverage their relationships to unlock value, drive growth, and delight customers.

Introhive is the fastest growing B2B relationship intelligence platform, recognized as a category leader in sales intelligence and data quality management software by G2 Crowd, a top 10 fastest growing technology company in Deloitte's Fast 50 Awards three years in a row, and the MarTech 2020 Breakthrough Award winner for Best CRM Innovation.

Trusted by industry-leading brands such as KPMG, Freshfields, CBRE, and Deloitte, Introhive supports over 250,000 users in 90+ countries.

The Opportunity

We are seeking an Implementation Project Manager to join our team in an advanced role that demands a unique blend of product expertise, project management, and leadership. In this position, you will be responsible for onboarding customers onto our relationship intelligence platform. You will not only ensure project delivery but also act as a trusted advisor to your clients and work closely with Sales, Customer Success, and Support teams to ensure a positive and successful onboarding experience.

Responsibilities

We view this role through three specific lenses: Product, Process, and Practice.

Product Expertise & Technical Ownership
You will serve as a subject matter expert, capable of explaining the platform and demonstrating core functionality to clients with confidence.

• Platform Mastery: Possess in-depth knowledge of the Introhive platform, including best practices for deploying to CRM systems. You should be able to walk customers through all aspects of implementation and FAQs without assistance.
• Domain Ownership: Take technical ownership of onboarding for specific product areas. You will maintain up-to-date onboarding documentation and provide support to the implementation team for these areas.
• Strategic Implementation: Collaborate with Product and Support teams on feature enhancements, and lead the implementation of beta, trial, or PoC projects and technical services deployments.
• Customer Journey: Contribute to the wider Product organization by documenting customer workflows and providing insights into the user journey.
  

Process Management & Delivery

You will ensure operational excellence, maintaining the rigorous standards required for successful project execution.

• Project Governance: Maintain project hygiene in various systems, ensuring all channels and stakeholders are updated on a weekly basis.
• Timely Delivery: Oversee project creation, modification, and execution to ensure all milestones are met on schedule.
• Support Collaboration: Troubleshoot minor issues independently and collaborate effectively with the Support team. You will ensure best practices are followed when creating support cases, providing all necessary information for rapid resolution.
• Process Improvement: Actively contribute to the continuous improvement of our delivery processes and methodologies.

Practice & Leadership

You will act as a project leader, managing expectations and fostering relationships with both internal and external stakeholders.

• Leadership: Handle first-level escalations independently, bringing in other teams or escalating to client stakeholders when necessary. Your leadership will make the difference between a good onboarding experience and a great onboarding experience.
• Executive Presence: Demonstrate strong executive presence and professionalism. You should be comfortable leading high-level onboarding conversations and navigating complex customer issues with confidence and clarity, adapting your approach as needed. You'll be working with Senior Leaders at some of the world's largest and most prestigious firms.
• Commercial Awareness: Collaborate with Customer Success Managers and Account Managers to identify potential opportunities and risks during the onboarding phase.
  
  

What We're Looking For

• 5+ years of experience in Project Management, Implementation, or Professional Services, preferably within a SaaS or CRM environment.
• Strong understanding of CRM systems, how customers utilize them, and best practices for integration and deployment.
• Exceptional verbal and written communication skills, with the ability to confidently engage senior stakeholders and manage expectations in complex situations.
• Demonstrated ability to manage internal and external teams through to the resolution of complex issues.
• Experience as a Customer Success Manager or Onboarding Manager is a plus.
• Knowledge of Legal, Professional Services, Accounting, AEC, or Commercial Real Estate industries is a plus.

Why Introhive?

At Introhive, we believe people do their best work when they feel trusted, empowered, and supported. That's why we value outcomes over hours, curiosity over perfection, and collaboration over ego. You'll have room to grow, tools to succeed, and a team that's got your back.