Project Manager — Software Implementation

Project Manager, Implementation

General Purpose

The Project Manager reports to the Manager of Customer Services and plays an integral role in Customer Service by preparing and guiding new customers through the implementation process. Specifically, the Project Manager is responsible for handling all tasks related to an assigned project from the initial meeting through Go Live and will act as an intermediator between support and development during this time. He/she will also have direct involvement in advanced tasks during the implementation phase that directly impact client satisfaction.

Key Objectives

  • Establish and successfully manage relationships with clients as assigned
  • Establish project schedules and gain customer acceptance and commitment
  • Analyze customer’s business processes and determine best fit with the product
  • Coordinate internal resources and third parties/vendors for the flawless execution of projects
  • Train customers on the product and the appropriate process to fit their needs
  • Act as filter and a first line of contact before tasks are handed to development.
  • Report and escalate issues to management as needed
  • Maintain constant review of tasks and statuses
  • Manage changes to the project schedule and project scope

Additional Responsibilities

  • Provide input and recommendations for improvements for internal processes to provide efficiency and effectiveness
  • Assist other Muni-Link teams on implementations or projects as appropriate with supervisor’s approval
  • Assist in data conversions
  • Help report and maintain feature Requests
  • Assist with product testing when necessary
  • Configure System to support customer business needs


  • Proven working experience in project management in the information technology sector
  • Solid business background with understanding and/or hands-on experience in software development and web technologies. Municipal experience preferred.
  • Accounting knowledge preferred
  • Bachelor’s Degree (or equal experience) in finance or business


  • Exemplary verbal and written communication skills
  • Excellent client-facing and internal communication skills
  • Solid organizational skills including attention to detail and multi-tasking skills
  • Strong interpersonal skills
  • Self-starter. Ability to identify need for and develop processes and materials

Core Values

  • Honesty and integrity
  • Positive attitude and enthusiasm
  • Balance
  • Creativity
  • Determination and teamwork

Performance Measures

  • Customer Satisfaction (generated from feedback forms, emails, etc)
  • Organizational Skills (Preparation, follow-up, etc)
  • Creativity and input into new product ideas
  • Adherence to project deadlines
  • Productivity

Time, Attendance, and Physical Requirements

  • Office hours are Monday – Friday, 8:00am – 5:00pm; however, it is feasible that this position would train clients in other time zones, so other office hours may apply.
  • Travel may be required based on assignments