Tracker Products

Project Manager

• Manage new client onboarding and training to ensure users understand how to effectively use our software, driving high adoption and satisfaction rates.
• Serve as a subject matter expert, helping clients map and translate their existing processes into our system’s capabilities.
• Configure SAFE to align with each client’s unique operational needs, including settings, permissions, and workflows.
• Define, document, and manage project scope and client requirements to ensure alignment between client expectations and deliverables.
• Oversee project timelines and deliverables to ensure implementations are completed on schedule and meet defined success criteria.
• Identify potential risks and issues early, develop mitigation strategies, and communicate changes to project scope or timelines.
• Coordinate client testing and validation of configured systems to ensure all functionality meets defined requirements before go-live.
• Oversee the transition from implementation to support, ensuring clients are set up for long-term success after deployment.
• Coordinate with internal teams—including Development, Support, and Integrations—to resolve issues and ensure seamless delivery of all project components.
• Lead regular project meetings with client stakeholders, maintaining clear, proactive communication regarding status updates, expectations, and next steps.
• Maintain thorough project documentation including meeting notes, implementation plans, issue tracking, and client correspondence.
• Identify opportunities to enhance implementation processes, client experience, and internal efficiency.

Implementation Project Manager

Customer Success Manager

• Lead, manage, and hold the team accountable with clarity.
• Coach and develop the team.
• Work with the executive leadership team to align the department’s vision, mission, and strategy with the company as a whole
• Achieve full understanding of SAFE software platform and stay up to date with improvements/updates
• Manage the team completing multi-stage client implementations and assist when necessary
• Able to assist in support, project management, training, or data imports as needed.
• Drive metrics and outcomes, not just activity
• Design and document clear Client Success processes (onboarding, go-live, retention)
• Establish and maintain excellent client relationships and advocate for the customer experience, some travel may be required
• Ensure clients are successful and see value quickly and consistently
• Recognize, influence, and/or resolve critical issues that may affect the company’s direction
• Work with Product team to ensure technical designs are properly evaluated for important projects
• Measure team efficiency by monitoring the productivity and workload of the client success team.

Director of Client Success

Data Engineer

• Lead and execute data migration projects from multiple source systems into a single destination system, ensuring accuracy, integrity, and completeness.
• Work directly with clients to understand their data structures, needs, and workflows, providing insights that shape migration strategies.
• Perform data analysis, cleansing, validation, and transformation to align with the requirements of our software.
• Develop and maintain advanced Excel tools to support data mapping, migration, and validation.
• Collaborate with the implementation team, cross-functional partners, and clients to align on migration needs and drive successful outcomes.
• Manage multiple projects simultaneously, maintaining a clear understanding of priorities, deadlines, and client expectations.
• Provide client-facing support during migration, including configuring the system for accurate data imports, guiding communication, and supporting post-migration validation.
• Create and maintain comprehensive documentation of data mappings, migration processes, and validation procedures.

Data Migration Specialist

Customer Support

• Serve as the first point of contact for clients using SAFE, Tracker Products' cloud-based evidence management software.
• Respond promptly to client inquiries via phone, email, and ticketing system; guide customers through troubleshooting steps and resolve technical and functional issues.
• Clearly document resolutions, escalate complex issues, and log system issues for engineering/product teams.
• Maintain deep understanding of SAFE functionality, workflows, and integrations; diagnose and report software bugs, performance concerns, or data discrepancies.
• Collaborate with implementation and development teams to support new client onboarding, training, and issue resolution.
• Track, prioritize, and manage customer support tickets to meet response and resolution SLAs; document recurring issues to inform product updates and knowledge base materials.
• Assist in creating and maintaining user guides, FAQs, and training resources; deliver brief virtual training sessions for clients as needed.
• Proactively reach out to existing clients for retention, conduct periodic check-ins, and act as the client’s voice internally.

Implementation Project Manager

Director of Client Success

Data Migration Specialist

Client Support Specialist