Customer Projects Program Manager
Rocketlane
Key Responsibilities:
Program & Portfolio Management
- Own and oversee multiple concurrent customer implementation projects from kickoff through go-live and handoff to Customer Success
- Define, standardize, and continuously improve project delivery methodologies, templates, and best practices within Rocketlane
- Track program health metrics, proactively identify risks and dependencies, and implement mitigation plans
- Drive continuous improvement initiatives to reduce time-to-value and improve implementation success rates
- Coordinate cross-functional teams across Product, Engineering, DevOps, Customer Success, Sales, and Professional Services
- Ensure delivery alignment with customer expectations, contractual commitments, and internal SLAs
Rocketlane Platform Ownership
- Configure, manage, and optimize Rocketlane workspaces, workflows, automations, and permissions
- Build reusable project templates, playbooks, and customer-facing collaboration frameworks for different customer segments
- Establish dashboards and KPIs to provide real-time visibility into project status, delivery velocity, and team capacity
- Train and onboard internal teams on Rocketlane best practices to ensure consistent adoption
- Partner with leadership to leverage Rocketlane analytics for forecasting, resource planning, and operational decision-making
Customer Engagement & Delivery Excellence
- Serve as the primary escalation point for complex, high-risk, or enterprise implementations
- Lead regular internal business reviews to ensure delivery alignment, resource optimization, and issue resolution
- Drive adoption of customer-facing collaboration tools to enhance transparency and engagement
- Collect customer feedback to influence product roadmap, implementation strategy, and delivery improvements
- Ensure seamless handoffs between Sales, Implementation, and Customer Success teams
Operational Excellence & Governance
- Establish governance frameworks for project prioritization, change management, and resource allocation
- Create and maintain delivery documentation including SOPs, runbooks, playbooks, and knowledge base articles
- Analyze delivery data to identify bottlenecks, inefficiencies, and opportunities for automation
- Support capacity planning, hiring, and utilization modeling based on pipeline demand
- Collaborate with Engineering and DevOps teams to streamline technical onboarding and deployment processes
Required Qualifications
Experience & Skills
- 5 - 7 years of experience in program or project management, preferably in SaaS or enterprise software implementations
- Strong expertise with modern project management tools;
Rocketlane experience preferred
(or tools such as Asana, Monday.com, Smartsheet) - Proven success managing complex, multi-stakeholder B2B customer implementations with technical components
- Solid understanding of software implementation methodologies including Agile, Waterfall, and hybrid models
- Experience managing portfolios with 10+ concurrent projects
Technical Aptitude
- Ability to collaborate effectively with Engineering and technical teams
- Working knowledge of system architectures, APIs, integrations, and deployment workflows
- Strong data analysis skills with experience using dashboards and reporting tools to derive insights
- Familiarity with collaboration tools such as Slack, Zoom, and Google Workspace
Soft Skills
- Excellent communication and stakeholder management skills across all organizational levels
- Strong analytical, problem-solving, and decision-making capabilities
- Self-driven, results-oriented mindset with the ability to manage ambiguity
- Highly customer-focused with a passion for delivering exceptional experiences
- Comfortable working in a fast-paced, high-growth startup environment
Preferred Qualifications:
- PMP, PMI-ACP, or equivalent project management certification
- Experience with revenue management, billing, or financial software implementations
- Background in consulting or professional services organizations
- Prior experience building and scaling implementation or delivery teams
- Familiarity with revenue recognition, subscription billing, or usage-based pricing models
