Position: Implementation Project Manager
Location: Montreal – Hybrid
About Zaddons
At Zaddons, we give managers and schedulers a beeline to productivity with scheduling and bidding solutions that optimize complex processes. Our passion for innovation, technology, and efficiency fuels our relentless drive to solve irritating and time-wasting HR platform challenges. Through our network of solution, implementation, and service partners, we boost scheduling power by eradicating platform limitations.
Choosing Zaddons means joining a team where your values, your ideas and your talent help grow an innovative company.
About the Role
The Implementation Project Manager will be called upon to act as the primary Zaddons representative for clients throughout the product implementation process, ensuring their success and satisfaction. This role is pivotal in maintaining daily communication and collaboration with our service partners, providing them with the necessary support to facilitate a successful and efficient implementation.
Zaddons does not provide implementation services directly. Depending on the engagement, implementation is led by either the client or a third-party implementation partner, with Zaddons providing product enablement and support. The Implementation Project Manager acts as the central point of coordination and oversight throughout the implementation, ensuring stakeholders remain aligned, dependencies are addressed, risks are escalated and required Zaddons resources are engaged at the appropriate time. Therefore, the Implementation Project Manager will ensure that Zaddons is actively engaged in the implementation phase, keeping the client informed and involved, addressing concerns promptly, and fostering a strong partnership between Zaddons, our service partners, and our clients. The ultimate goal is to ensure a seamless, positive experience for the client, leading to successful project outcomes and long-term partnerships.
Responsibilities
Project Management and Oversight
- Provide oversight throughout the implementation lifecycle, from initiation through go-live, monitoring progress against agreed timelines, dependencies and milestones and escalating risks where required.
- Develop and maintain a project RACI at the outset of each implementation, clearly defining roles, responsibilities and dependencies across the client, service partner and Zaddons teams, and reinforce agreed ownership throughout the project and address or escalate gaps as they arise.
- Act as the primary liaison between Zaddons, service partners, and clients, ensuring all parties are aligned with the project's objectives and timelines.
Communication and External Collaboration
- Maintain open and effective communication channels with clients and service partners to ensure transparency and trust throughout the project.
- Work closely with service partners to understand and mitigate potential challenges, ensuring any issues are addressed promptly and efficiently.
Operational Alignment & Internal Coordination
- Collaborate with the in-house Enablement and Support teams to ensure all client related tickets are addressed and resolved within expected timelines, reducing friction for both partners and clients.
- Maintain clear internal alignment across the Support, Product, and Enablement teams regarding all technical prerequisites for project success. Ensure each group understands dependencies, ownership, and readiness ahead of key project milestones.
Quality Assurance and Risk Management
- Monitor project progress against agreed timelines, milestones, dependencies and expected outcomes, identifying deviations early and ensuring appropriate corrective actions are defined and followed through;
- Proactively identify, assess and track project risks and issues, establishing mitigation actions, owners and timelines to help keep the implementation on track;
- Proactively report and escalate cross-functional dependencies, risks and blockers, ensuring the appropriate stakeholders are engaged early and that collaboration is maintained across Zaddons teams, service partners and clients through resolution.
Reporting and Documentation
- Produce concise and informative progress reports for management, highlighting achievements, challenges, and next steps.
- Ensure all project documentation is accurate, up-to-date, and compliant with company standards.
Feature Tracking & Cross-Functional Product Collaboration
- Maintain clear visibility over project-specific features and configurations, tracking them against client timelines, key milestones and implementation dependencies;
- Identify and communicate the relative priority, urgency and project impact of feature-related needs to the Product and Engineering teams, escalating where required to support timely decision-making and protect key delivery milestones;
- Act as the central cross-functional link between Product, Engineering, Enablement, Support and client-facing teams, consolidating feedback, clarifying dependencies and ownership, and ensuring all stakeholders remain aligned on status, priorities, risks and next steps.
Qualifications
- Proven experience in project management, particularly with large enterprise accounts and long-duration projects.
- Strong background in working with service partners and managing client relationships.
- Knowledge of workforce management software and/or SaaS implementation projects (a strong asset).
- Experience in establishing or significantly contributing to a customer success department is highly desirable.
- PMP certified (an asset).
- Fluency in English and French is essential, as the majority of our clients are based in the United States, requiring seamless communication in both languages.
Interpersonal and Professional Skills
- Exceptional communication skills, both verbal and written, with the ability to engage effectively with various stakeholders in English and French.
- High level of empathy and understanding to ensure client needs are met with consideration and respect.
- Strong organizational skills with the ability to remain flexible and adaptable in a startup environment.
- Proven ability to manage long-term projects with a keen eye for detail and the ability to anticipate potential issues before they arise.
- Calm, poised, and capable of navigating complex project environments with a strategic and thoughtful approach.
- Able to work under pressure on simultaneous mandates and priorities.
Career Development
Zaddons offers the opportunity to join a dynamic, collaborative team in a growing company where people have meaningful visibility and impact. As the business continues to evolve, so do the roles within it, creating opportunities to broaden your responsibilities and grow alongside the organization.
Employment Equity
Zaddons subscribes to the principle of employment equity.
