Own and manage all aspects of client onboarding and implementation.
Develop and maintain a detailed implementation schedule aligned with client requirements and internal milestones.
Utilize the implementation playbook to guide the process for new customer deployments.
Train clients on Hayden AI software and ensure seamless knowledge transfer.
Act as the frontline for operational issues, working closely with the business strategy lead, operations team, and project engineer.
Proactively identify and resolve bottlenecks in customer workflows.
Coordinate resolution of complex issues with Engineering.
Track and manage escalations, ensuring timely resolution.
Track key customer metrics (uptime, adoption, engagement, etc.).
Ensure SLAs and contractual obligations are consistently met.
Regularly report on project milestones and deliverables.
Collaborate with subcontractors and violation processors supporting each program.
Establish regular check-ins with clients to preempt potential issues.
Serve as the primary point of contact for customers.
Align internal teams to customer needs and act as the client advocate.
Provide structured feedback to internal teams based on customer insights.
Work closely with operations and assigned project engineers to refine workflows.
Identify process improvements based on customer insights and performance trends.
Collaborate with Product and Engineering teams to advocate for product enhancements.
Establish, implement, and maintain an effective Project Plan to ensure all deliverables are met.

Requirements

Bachelor’s degree
7+ years of experience in customer-facing project management with customer-relationship responsibilities.
Experience in Public Transit, Government or similar industries preferred
PMP and/or related project management certifications preferred.
Proven leadership/team management skills with the ability to optimize team performance and development (Growth Mindset approach)
Excellent analytical and problem-solving skills
Hands-on approach in taking charge of issues and seeing them through to resolution
Ability to operate under deadlines while still meeting standards
Excellent verbal and written communication.
Ability to travel up to 10% within the assigned region.

Benefits

Options for medical, dental, and vision coverage for employees and dependents (for US employees)
Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)
401(k) with 3% company matching
Unlimited PTO
Daily catered lunches in our San Francisco office

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

project managementcustomer onboardingimplementation schedulingworkflow optimizationdata trackingissue resolutioncustomer metrics trackingprocess improvementknowledge transferclient advocacy

Soft Skills

leadershipteam managementanalytical skillsproblem-solvingcommunicationcollaborationcustomer relationship managementgrowth mindsettime managementadaptability

Certifications

Bachelor's degreePMP certificationproject management certifications