Job Description

Purpose of this Position:

The Implementation Project Administrator I plays a critical role in delivering a smooth, timely onboarding experience that ensures customer satisfaction and accelerates time to-value for McLeod Software solutions. This role exists to manage the execution of customer implementation projects and protect revenue by maintaining project scope, managing risks, and ensuring strong coordination between internal teams and external customers.

Essential Duties and Responsibilities:

• Administers implementation projects for New Business and Upgrade customers.

• Creates project timelines and deliverables.
• Interfaces internally and externally to get projects completed.
• Monitors and communicates project risks and successes.
• Works to ensure appropriate internal staff is involved in escalated service and delivery issues.
• Prioritizes projects and ensures consistency and documentation.
• Provides exceptional customer service experience to our customers.
• Maintains project schedules to ensure coordination with customers.

• Creates and distributes client deliverables including but not limited to timelines, responsibilities, and other client-facing items.

• Management of internal and external secondary milestones.
• Creates/updates work orders.
• Creates Statements of Work (SOWs).
• Continues improvement of technical knowledge and ability.
• Ensures all items in the internal customer management system are up to date.
• Serves as a point of issue escalation.
• Monitors client issues to make sure they are being addressed.
• Records time expenditures accurately and timely for billing to the customer.
• Keeps abreast of new product development at McLeod and industry trends
• Works after hours/weekends as required with management approval.
• Periodic overnight travel may be involved.

Competencies:

• Ability to learn internal software and systems.
• Ability to multitask.
• Strong time-management skills.
• Strong organizational and prioritization skills.
• Ability to effectively communicate complex concepts.
• Attention to detail and accuracy.
• Ability to manage competing projects and priorities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• Bachelor's degree preferred, or equivalent experience managing tasks, following up with customers or stakeholders, and delivering assigned work on time through internships, academic projects, or early-career roles.
• 3+ years of experience providing customers with software support, preferred.
• Experience building relationships in an external customer-facing role, preferred.
• Working knowledge of McLeod Software and/or the transportation and logistics industry preferred.
• Intermediate proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience using project management tools such as Jira, Trello, or similar platforms preferred.

Why McLeod?

At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.