Implementation Project Manager

The Role

Crafty is seeking an experienced Implementation Project Manager to become an instrumental player within our Implementation team. The Implementation Project Manager plays a critical role in leading the smooth deployment of products, services, and systems within Crafty for our new clients, acting as the bridge between the company and the client. They are responsible for driving alignment within business objectives and driving user adoption of our products and resources. The role requires a mix of project management, product knowledge, client interaction, and problem-solving skills.

Required Attributes

• Project Management: Drives projects from initiation to completion by managing scope, timelines, and deliverables while ensuring alignment with client and organizational objectives.
• Client Engagement & Onboarding: Act as the main point of contact for clients during implementation. Understand client requirements and tailor solutions accordingly.Provide training and support to ensure user adoption.
• Effective Communication: Communicates clearly and persuasively across various channels, ensuring mutual understanding while fostering transparency and collaboration with clients and teams
• Cross-Functional Collaboration: Works closely with diverse teams, including Sales, Client Success, and Client Operations, to ensure alignment, clear communication, and the seamless execution of implementation goals
• Process Creation and Improvement: Develops and refines processes to enhance operational efficiency, ensuring scalability, consistency, and continuous improvement across all implementation activities.
• Product Knowledge: Understanding of the product(s) being implemented, including all features, capabilities, and limitations
• Adaptable: Demonstrates flexibility in dynamic environments, adjusting strategies and approaches to meet evolving client needs and organizational priorities

Ideal Experience

• 3-6 years of experience in Implementation, Project Management, or related role, preferably in Hospitality, SaaS, or Construction/Design
• Experience in client facing roles, managing end to end implementations of software, systems, or services with a proven track record of managing multiple projects at once
• Ability to work with cross functional teams, managing timelines, risk mitigation plans, and multiple stakeholders
• PMP or comparable certification preferred

Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

Role Goals

Goal #1: Deliver a Best-in-Class Client Experience

• By EOY, manage up to 25 implementations per quarter at a 90% or above quality score and proactively identify and address potential project risks early in the implementation process — with a target of reducing project escalations and improving client feedback scores — measured monthly via HubSpot project quality tracking and escalation pipeline and reported quarterly, to ensure every client receives a seamless, high-quality onboarding experience.

Goal #2: Accelerate Time to Revenue Through Efficient Project Execution

• By EOY, contribute to ~3 implementation initiatives per quarter, each with a clear deliverable that directly supports faster client activation — tracked quarterly via initiative completion against defined milestones.

Goal #3 (AI): Adopt AI-Enabled Improvements to Enhance Implementation Execution

• By EOY, adopt and leverage the AI-enabled workflow improvements introduced by the Manager, Implementations — specifically incorporating AI-assisted project management flows and AI tools into routine implementation tasks — with individual time savings measured against the per-task time model to be built in H1 2026. Success will be assessed against the completed time model and reported at year end.

What we offer:

Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart, and supportive people who work incredibly hard and have a good time along the way.

We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, an automatic 4% 401k contribution, unlimited paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events!

Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes.

Our compensation amount for this role is targeted at $73,000 - $86,000 per year in Chicago. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above.

Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.