Implementation Project Manager

Implementation Project Manager

About Us

Prokeep is an Order Engine on a mission to empower distributors to win by turning every customer interaction into an order opportunity.
Trusted by 8,000+ distributor locations and 40,000+ users, Prokeep makes it easy for over 3 million contractors, technicians, plumbers, electricians, mechanics, and other skilled professionals to order parts, troubleshoot issues, and generally, get what they need and get on with their day.
Built for the $100+ billion distribution market, Prokeep eliminates missed opportunities caused by busy phone lines, scattered customer data, and passive sales habits. By centralizing communication and enabling proactive outreach, we help teams take more orders from any channel and get more orders by driving demand—fueling growth, stronger relationships, and greater impact across the supply chain.
Having recently secured a $25M Series A investment, we’re poised for rapid growth and innovation. If you're passionate about tackling complex challenges in a collaborative, fast-paced environment while contributing to an often-overlooked yet vital sector of the economy, we’d love to have you on board.
Let’s shape the future together—one order at a time!

Prokeep Values

Build Together. – Collaboration, camaraderie, and customer-focus are core to how we collectively work and win.
Own It. – Persistence and personal growth drive the results - and the rewards! - that we can all enjoy.
Be Humble. Be Human. – Respect and authenticity allow us to build meaningful and lasting relationships.
Have Fun! – Positivity, perseverance, and a bit of laughter all allow us to make an impact while enjoying the rollercoaster!

Position Overview:

This role reports to the Director of Customer Success Delivery within the Customer Success organization. We're seeking a dedicated customer advocate to join our team as an Implementation Project Manager. In this role, you'll take charge of the onboarding process for new customers, including those taking part in a trial or pilot. You will own training of new customers, collaborating closely with our sales team, engineering team, and customers to gather requirements, develop project plans, oversee project timelines, deliver and manage all customer training, and ensure successful project completion. The ideal candidate will bring a robust background in project management, outstanding communication skills, and a genuine passion for delivering exceptional customer experiences.

Your Mission:

• Partner with customers to define project scope, objectives, and deliverables, using milestones as the primary framework for guiding completion rather than fixed timelines.

• Own onboarding project execution end-to-end, driving scalable, high-impact onboarding that accelerates Time to First Value (TTFV), early product adoption, tracking progress, resolving issues, and managing changes to scope and schedule through successful customer handoff.

• Coordinate across Sales, Customer Success, Engineering and other internal teams to maintain alignment and move onboarding projects forward at every stage.

• Using AI is a core part of how you work. You can point to the tools you use, how your approach has evolved, and where it has made your work faster, sharper, or more consistent, and you know when and how to apply it well.

Responsibilities:

• Own the successful deployment of Prokeep's products, including our new Order Automation product, by coordinating with internal and external stakeholders around customer requirements, onboarding milestones, and activation outcomes.

• Manage the end-to-end onboarding process for new clients, ensuring a seamless handoff from Sales to Onboarding and into Customer Success.

• Develop and maintain onboarding plans, project timelines, and deliverables with clearly defined milestones and measures of success, including contingency plans to address risks before they impact project completion.

• Facilitate end-to-end training for customers during onboarding, including planning and delivering remote training sessions, developing and maintaining training materials, and ensuring customers are fully equipped to use Prokeep before project completion.

• Conduct regular project meetings with customers and internal stakeholders, such as project kickoff and status reviews, serving as the primary point of contact throughout the onboarding process.

• Ensure location and user activation during onboarding, treating activation milestones as a primary measure of onboarding success alongside project completion.

• Collaborate closely with Sales, Technical Account Managers, Customer Success, and Product throughout onboarding, and manage a structured handoff at close, ensuring account status, open items, and key context are documented in Planhat and HubSpot before transition.

Qualifications:

• 3+ years in B2B SaaS implementation/onboarding project management, including 2+ years in a fast-paced startup environment.

• Hands-on experience using AI tools (such as Claude, ChatGPT, Gemini, or similar) in a professional context, with the ability to articulate how AI has made your work faster, more consistent, or higher quality.

• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal stakeholders at all levels.

• Experience owning end-to-end customer training, including curriculum development, live delivery, and assessing customer readiness, with the ability to tailor training approaches to different audiences and skill levels.

• Experience working with CRM, project management, and customer lifecycle tools (HubSpot a plus).

• Deep familiarity with the SaaS customer lifecycle, including trial, onboarding, adoption, retention, and expansion.

• Certifications in project management such as PMP or CAPM are a plus; knowledge of wholesale distribution is a plus.

Why Prokeep?

At Prokeep, we offer a dynamic, passionate, and collaborative work environment where innovation thrives. Here’s what you can expect:

• Competitive Compensation: Reflecting your expertise and impact.

• Equity Package: Your success is our success—share in the growth you’ll help create.

• Comprehensive Benefits: Health, dental, vision, life, short & long-term disability, 401(k), and employee assistance program (EAP).

• Flexible PTO: Recharge and refocus with the flexibility to manage your time with no preset limits

• Continuous Growth: Yearly education stipend to support your professional development.