Enterprise Onboarding Project Manager at ABC Fitness · Vancouver

INTRODUCTION 
  

This position is responsible for successfully managing integration requirements across multiple concurrent projects. These projects vary in complexity and scope, requiring strong attention to detail. 

Throughout the project lifecycle, this role will serve as the primary point of contact for clients, effectively communicating and balancing project constraints related to scope, timelines, quality, and risk. This includes setting clear expectations and monitoring client satisfaction. 

This position operates in alignment with company values and goals, consistently striving to exceed expectations and create “raving fans” throughout the onboarding experience for all new customers. 
  

WHAT YOU’LL DO 

• Manage clients through the ABC Fitness onboarding process 

• Manage project expectations across the full scope, clearly defining roles and responsibilities 

• Manage project timeline tracking for task execution/delegation through provided PM tools. 

• Take a leadership role in ensuring ABC Fitness delivers appropriate software and system solutions to clients 

• Own and be accountable for the successful resolution of onboarding projects 

• Act as the client’s advocate, taking ownership of issues and ensuring timely resolution 

• Ensure clients fully utilize solutions to maximize value and revenue for both the client and ABC Fitness 

• Educate and guide clients on how to get the most out of their partnership with ABC Fitness 

• Provide specialized software and systems training as needed 

• Identify and execute upsell/cross-sell opportunities, educating clients on all platform features 

• Manage, delegate, and oversee client issues in collaboration with departmental leadership 

• Use Salesforce (or other designated CRM) to track client interactions and activities 

• Facilitate requirements discussions, capture business and financial needs, and document integration requirements end-to-end 

• Develop and maintain accurate project deployment and integration schedules 

• Oversee and lead client training sessions and customer visits related to assigned projects 

• Create and deliver brand-specific training and onboarding content, both in person and virtually 

• Support pre-sales efforts and activities for new prospects and customers when required 

• Review and approve deliverables, including post-deliverable sign-off 

• Provide reporting from various software systems aligned with client business needs, including financials, growth forecasting, production, marketing, and demographics 
    

Project & Stakeholder Management 

• Direct all conversion and onboarding activities, collaborating with internal ABC Fitness teams to ensure effective communication and timely responses 

• Manage, delegate, and oversee client issues with department leadership 

• Partner with upper management to resolve complex issues when necessary 

• Provide weekly project updates and summaries to department leadership 

• Offer expert guidance and support to internal teams and onsite staff to address critical or outstanding implementation issues 

• Collaborate with Software Development to advocate for product enhancements and improvements 

• Deliver project completion documentation to Customer Success to ensure a smooth transition to the final stage of the lifecycle 
    

Additional Responsibilities 

• Maintain expert-level knowledge of all client-facing software and systems 

• Proactively create opportunities to engage with clients through regional meetings and events 

• Submit expenses in a timely manner and adhere to company expense policies 

• Perform other duties as assigned by management 

• Maintain regular and reliable attendance 
    

WHAT YOU’LL NEED: 

• 3+ years experience managing projects, facilitating client conversations, leveraging technical aptitude, and collaborating cross-functionally to set up clients for success  

• Advanced Microsoft Excel skills 

• Intermediate MS Word, MS Access, Outlook, OneNote 

• Excellent communication skills, verbal and written 

• Excellent time management 

• Must demonstrate leadership 

• Must be a self-starter 

• Must be able to make independent decisions and take calculated risks 

• Must be dedicated to be available on-call 24/7 

• Must be an excellent communicator 

• Must be able to coordinate and maintain several projects with multiple deadlines 

• Must be able to effectively work across multiple departments to resolve customer issues 

• Must be an excellent problem solver 

• Ability to learn and implement technical skills 

• Proficiency working with tools including Salesforce, JIRA and Asana is a plus  

• Minimum 2 years of relevant experience required 

• High school diploma or equivalent 

AND IT’S GREAT TO HAVE: 

• Project Management Certification and/or experience managing projects using PM tools (preferred) 

• College degree (preferred) 

• Gym/Health club MMS experience (preferred) 

• Bilingual language skills are preferred but not required