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Project Manager - Customer Implementation

Department: Business Transformation

Employment Type: Permanent - Full Time

Location: London - Paddington

Reporting To: VP Global Business Transformation

Description

We are seeking an experienced and strategic Project Manager to lead the end-to-end rollout of a customer-facing product built on a Salesforce back-end. This critical role involves managing complex, cross-functional internal teams (product, engineering, QA, customer success) and acting as the central point of coordination with the customer. The successful candidate will be accountable for delivering a seamless implementation experience, driving internal execution, and ensuring the customer is equipped and enabled through effective change management.

In addition to delivering a successful initial rollout, this role will be responsible for designing a repeatable implementation playbook that will serve as the standard for future customer deployments. This is a high-visibility position requiring a proactive leader who can balance strategic oversight with hands-on project execution, while building trusted relationships both internally and externally.

Key Responsibilities

Project Leadership & Execution

• Take full ownership of the implementation lifecycle for the product from project initiation to go-live and post-launch stabilization.
• Develop and manage project plans, timelines, resource allocation, and budgets, ensuring delivery to scope, time, and quality.
• Coordinate efforts across internal teams including Product, Engineering, QA, Customer Success, and Support.

Stakeholder & Customer Management

• Act as the primary point of contact for the customer throughout the rollout, ensuring alignment on goals, timelines, and expectations.
• Lead change management efforts with the customer, including stakeholder alignment, training plans, adoption strategies, and feedback loops.
• Build and maintain strong relationships with customer stakeholders to ensure a successful onboarding experience.

Process & Playbook Development

• Design and implement a repeatable, scalable playbook for future customer rollouts, including tools, templates, workflows, and KPIs.
• Continuously refine implementation processes based on lessons learned and customer feedback.
• Champion process improvements and standardization across the delivery lifecycle.

Team Collaboration & Leadership

• Facilitate cross-functional communication and remove roadblocks to keep project teams aligned and productive.
• Lead project meetings, status updates, and risk/issue reviews with internal and external stakeholders.
• Drive accountability across teams, ensuring that project deliverables are owned, tracked, and completed.

Reporting & Governance

• Provide regular reporting to senior leadership on project progress, risks, and mitigation plans.
• Ensure all project documentation is complete, accurate, and accessible.
• Monitor project health and use metrics to drive continuous improvement.

Skills, Knowledge & Expertise

• Bachelor's degree in Information Technology, Business Administration, Engineering, or a related field.
• 7+ years of experience in project or program management, with at least 2 years managing customer implementations of SaaS products.
• Proven experience leading Salesforce-based product implementations or projects with Salesforce as a back-end system.
• Strong understanding of project management methodologies.
• Demonstrated success in leading cross-functional teams through complex, multi-phase projects.
• Experience in customer-facing roles, with excellent stakeholder management and communication skills.
• Ability to think strategically while executing tactically.
• Skilled in change management, risk mitigation, and conflict resolution.
• Comfortable in a fast-paced, high-growth, and evolving environment.

Job Benefits

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

Do you share our DNA?

• We ask how tomorrow can be better than today
• We are passionate about solving our customer's challenges
• Our ideas break boundaries
• We value different perspectives and encourage dialogue
• We take ownership and celebrate together