Unboxed Training & Technology

Project Manager

• Lead multiple large, complex client engagements from initiation through deployment and early value realization
• Own delivery performance across scope, schedule, budget, quality, and customer satisfaction
• Develop and manage integrated project plans, including timelines, budgets, resource plans, and dependencies
• Drive day-to-day execution: coordinate cross-functional teams, manage priorities, and remove delivery blockers
• Ensure alignment between what is sold and what is delivered, partnering closely with Sales and Solution teams
• Build and maintain detailed project schedules, forecasts, and financial tracking (budget vs. actuals)
• Manage resource planning and allocation across internal and external teams
• Identify and proactively address capacity constraints and delivery risks
• Support portfolio-level visibility into resource utilization and project health
• Identify, assess, and mitigate risks across technical, content, and operational workstreams
• Lead issue resolution and escalation in alignment with PMO governance
• Manage formal change control processes, including impact analysis on scope, schedule, and budget
• Ensure transparency and proactive communication of risks and mitigation strategies
• Serve as a primary point of contact for client stakeholders throughout delivery
• Facilitate alignment across executives, business stakeholders, and delivery teams
• Lead status meetings, steering updates, and executive-level reporting
• Educate clients on delivery processes, roles, and expectations to ensure effective collaboration
• Produce clear, concise reporting on project status, financials, risks, and outcomes
• Ensure adherence to PMO standards, tools, and methodologies
• Contribute to portfolio-level insights, dashboards, and continuous improvement initiatives
• Support governance forums (e.g., steering committees) with actionable insights and recommendations
• Coach and mentor delivery team members to strengthen execution capability
• Promote consistent use of tools, templates, and best practices across teams
• Contribute to the evolution of Unboxed’s PMO operating model, delivery frameworks, and standards
• Foster a culture of accountability, collaboration, and continuous improvement

Implementation Specialist

• **Overview of Role:** The Senior Implementation Specialist serves as a trusted advisor to Unboxed clients in the implementation and use of the company’s SaaS learning platforms. The role is pivotal in guaranteeing successful onboarding and adoption of our products by our clients by engaging in close collaboration our account management team to comprehend our clients' unique requirements and configure our solutions to align with their needs. The role also provides prompt, proactive support to existing Unboxed clients by responding to user requests, troubleshooting technical issues, and completing related project work.
• **Specific Responsibilities:**
• **Product Implementation Support**:
• - Effectively overseeing multiple client implementation projects concurrently, ensuring timely delivery within predefined scope
• - Configuring and customizing the SaaS platforms to meet client-specific requirements and solutions designs.
• - Defining and executing on implementation plans and post-implementation product-based projects.
• - Troubleshooting and resolving issues during implementation, testing, and deployment phases.
• - Supporting User Acceptance Testing (UAT) and client go-lives with technical expertise and platform insight.
• - Providing training and end-user support during and after the implementation process.
• - Contributing to internal best practices, process documentation, and implementation methodology improvements.
• **Client Support:**
• - Acting as a subject matter expert on all Unboxed software products by creating support documentation, responding to user requests for assistance and creating and distributing scheduled and ad hoc reports.
• - Providing initial troubleshooting for user identified errors or bugs including recreating issues and testing software on multiple browsers and devices.
• **Product Development Support**
• - Gathering feedback from clients and collaborating with the product development team to improve the functionality and usability of our solutions.
• - Proactively documenting steps to recreate software defects; partnering with the Quality Assurance Team to log and communicate bugs.
• - Uploading files and basic information into Unboxed software as necessary.

Senior Implementation Specialist, B2B Saas

Customer Success Manager

• Serve as the primary post-sale contact for assigned clients, guiding them through onboarding and adoption.
• Represent the client’s voice internally to ensure consistent delivery and experience standards.
• In partnership with Account Managers, proactively manage renewals to maintain and improve customer retention and net revenue retention (NRR).
• Identify and execute upsell and cross-sell opportunities based on client needs and usage patterns.
• Collaborate with Sales and Marketing to develop account expansion strategies aligned with ARR goals.
• Conduct quarterly business reviews (QBRs) to assess progress, communicate ROI, and present opportunities for increased value.
• Assist new clients during onboarding to ensure successful implementation and adoption milestones are achieved.
• Partner with the Product team to relay client feedback and inform roadmap priorities.
• Analyze client health reporting metrics and engagement data to anticipate risks and drive proactive outreach.
• Maintain accurate records in CRM and Customer Success tools to forecast renewals and expansion revenue.

Project Manager

Senior Implementation Specialist, B2B Saas

Client Success Manager