Technical Project Manager

Responsibilities

• Oversee implementation engagements as the Front product SME with customers throughout the customer journey including net-new customer onboardings, expansion teams, and workflow optimization engagements
• Develop project plans with timelines to ensure the successful execution of customer implementation engagements and lead customer project teams through guidance and support with clear direction to achieve project milestones and goals
• Facilitate regular project updates to both internal and external stakeholders to mitigate risk, anticipated blockers, and resolve issues that arise during implementation, working closely with internal teams and clients to find effective solutions
• Lead change management efforts by identifying potential areas of resistance and developing strategies to promote smooth transitions for clients and end-users
• Train and educate customers on the effective use of the prescribed workflow throughout the customer journey through delivering engaging training sessions, workshops and documentation as needed to ensure success and value
• Lead cut-over and migration experiences, overseeing the transition from legacy systems to Front while minimizing disruption
• Support customers in adopting Front’s AI-powered capabilities where they create clear value, and use AI thoughtfully in your own work to improve implementation quality, efficiency, and customer enablement
• Collaborate with cross-functional teams, including sales, product development, and customer support to define project scope, objectives, and deliverables
• Infuse customer voice and insights to influence product team and roadmap, and contribute to process and operational improvements of the broader Success Services team

Requirements

• 2+ years of experience in implementation, onboarding, professional services, technical project management, customer success, or a similar customer-facing SaaS role.
• Experience owning customer-facing projects from kickoff through launch or adoption.
• Strong project management skills, including the ability to manage timelines, risks, stakeholders, and multiple concurrent projects.
• Strong consultative skills, with the ability to understand customer processes and recommend practical workflow improvements.
• Excellent verbal and written communication skills, with the ability to explain complex concepts clearly to different audiences.
• Comfort leading customer meetings, trainings, workshops, and stakeholder updates.
• Experience driving change management and helping customers adopt new tools, workflows, or processes.
• Practical technical fluency, including comfort discussing concepts like integrations, permissions, data flows, automations, migrations, APIs, and webhooks.
• Strong problem-solving skills and the ability to navigate ambiguity.
• Ability to collaborate effectively with internal teams while independently owning customer implementation outcomes.
• Curiosity and excitement about helping customers adopt more scalable, automated, and AI-enabled ways of working.