Senior Project Manager II, Client Onboarding & Implementation

CDP Community is hiring a Senior Project Manager II to lead client onboarding and implementation for public media organizations joining its Member Services Bureau. The role manages complex, cross-functional implementations and client relationships while identifying patterns and improving onboarding strategy and outcomes.

Responsibilities:

• Lead end-to-end project management for multiple complex client implementations, from onboarding through go-live and post-launch support, serving as the primary point of contact throughout each engagement
• Coordinate work across internal teams and external partners to deliver a smooth transition for the station, driving delivery outcomes across scope, timeline, quality, and client experience
• Own the integrated project plan across all implementation workstreams (data conversion, marketing, operations, support, etc.), managing the critical path, handoffs, and interdependencies between workstreams, and adjusting the plan when changes in one area affect the rest
• Facilitate client-facing status meetings, internal check-ins, and milestone reviews to ensure alignment and progress
• Provide regular executive updates to keep leadership informed on progress, key milestones, blockers, and overall status
• Anticipate and resolve risks, issues, and cross-functional blockers before they impact project timelines
• Partner with subject-matter experts when technical, data, marketing, finance, or operational expertise is required, while retaining overall project ownership
• Build and maintain trusted relationships with client executives throughout the implementation lifecycle
• Lead complex client conversations and executive-level escalations, mitigating risks, and driving resolution while maintaining stakeholder confidence
• Guide clients through the adoption of new tools, platforms, workflows, and business processes by connecting implementation activities to operational outcomes and long-term business objectives
• Proactively identify red flags, assumptions, constraints, dependencies, and readiness gaps before they affect client outcomes
• Lead issue resolution across internal teams, station stakeholders, and external partners; remove blockers and drive decisions to closure
• Maintain current risk, issue, decision, and dependency records with clear impact, severity, ownership, mitigation, target dates, and escalation paths
• Escalate thoughtfully with a concise problem statement, business and client impact, actions already taken, viable options, and a recommendation
• Use trends and lessons learned across implementations to strengthen mitigation strategies and prevent repeat issues
• Provide proactive insights and recommendations that influence onboarding strategy and client outcomes
• Frame problems clearly, assess impact, engage the appropriate partners, and bring options and a recommended path forward
• Support journey mapping, current-state and future-state process mapping, and solution-shaping sessions when appropriate
• Distinguish project-specific issues from systemic patterns that may require broader product, operational, or organizational solutions

Requirements:

• 10+ years of experience in Project Management, Client Onboarding, or SaaS/CRM implementations
• Strong communication and relationship skills, including influencing and presenting to executive leadership
• Exceptional problem-solving skills, intellectual curiosity, and a proven ability to quickly learn, adapt, and succeed in unfamiliar territory
• Experience managing several concurrent projects and balancing priorities across a portfolio
• A track record of leading complex, multi-workstream implementations and cross-functional strategic initiatives
• Expertise with project management and collaboration tools (e.g., Smartsheet, Asana, Microsoft Teams)
• Committed to continuous improvement and operational excellence
• Adept at navigating diverse project environments, dynamically applying Waterfall, Agile, or hybrid delivery models to optimize project outcomes
• Inclusive mindset: You embrace and demonstrate an inclusion mindset and role model these behaviors for the organization
• A Communicator: You possess strong communication skills and have great customer service skills; you like people and want to help
• A Critical Thinker: You regularly look for ways to find efficiencies, innovate, and make improvements where you can
• Process Oriented: You're able to understand, work in, create, and improve processes
• A Collaborator: You're a team player willing to help where needed; a relationship builder whose can-do attitude inspires others; you actively share your job knowledge with team members
• Someone Who Seeks to Learn: You are eager to listen, study, and learn new things quickly; you are resourceful and are open to regularly accepting and growing from feedback
• Enterprising: You have proven success working in a fast-paced and changing environment; you have a strong work ethic and are excited to add value to the organization and its mission
• Familiarity with Lean and similar continuous improvement methodologies is a plus
• Bachelor's Degree or equivalent work experience preferred