Project Manager-I (Platform Implementation Manager)

Trident Consulting is seeking a "Project Manager-I (Platform Implementation Manager) " for one of our clients in "Remote ". A global leader in business and technology services.

Job Description
Title: Project Manager-I (Platform Implementation Manager)
Location: Remote (Preferred: New York City, San Francisco | Open to: Phoenix, Los Angeles, Denver, Chicago) Job type : Contract
About the Team
Commerce Platform is the company's first software-as-a-service (SaaS) business unit. It offers a suite of products and services across online ordering, branded mobile apps, loyalty solutions, and gift card programs that help merchants (restaurants, grocers, retailers, etc.) connect with customers through their own first-party channels.
The Commerce Platform Merchant Experience Pod focuses on ensuring merchants have a seamless transition from their existing technology stack. Within this pod, the Platform Implementation Manager (PIM) team was created to help merchants onboard, implement, and grow their business from day one.
About the Role
The Platform Implementation Manager is responsible for providing a best-in-class onboarding experience for small-to-medium business (SMB) merchants adopting products.
This role serves as the merchant's quarterback responsible for:

• Coordinating onboarding and implementation
• Troubleshooting technical issues
• Partnering with sales and account management teams
• Ensuring merchants achieve a smooth transition from their existing digital ordering solution

Key Responsibilities

• Lead merchant onboarding and implementations with clear and proactive communication
• Schedule and conduct kickoff calls with merchants
• Project manage the implementation of online ordering, mobile apps, loyalty, and gift card programs
• Collaborate with internal teams (sales, account management, engineering, support) to deliver a seamless merchant experience
• Troubleshoot and resolve technical issues related to merchant websites and integrations
• Educate merchants on product usage: answer "how-to questions, guide setup, and provide operational support during the early adoption period
• Deliver presentations and manage merchant escalations with professionalism and customer focus
• Gather and document merchant feedback on product experience and share insights with internal stakeholders
• Meet service-level and timeline goals, while identifying opportunities for process and workflow improvements

Qualifications

• Bachelor's degree or equivalent work experience
• 3 5 years of experience in onboarding, implementation, project management, or account management
• Strong ability to manage tasks accurately, effectively, and on time, with keen attention to detail
• Experience working cross-functionally with sales, account managers, and technical teams
• Excellent customer-facing presentation and communication skills
• Tech-savvy and curious, with the ability to troubleshoot issues and escalate effectively when needed
• Comfortable in a fast-paced, evolving environment, with a strong sense of ownership and adaptability

About Trident:
Trident Consulting is an award-winning IT/engineering staffing company founded in 2005 and headquartered in San Ramon, CA. We specialize in placing high-quality vetted technology and engineering professionals in contract and full-time roles. Trident's commitment is to deliver the best and brightest individuals in the industry for our clients' toughest requirements.
Some of our recent awards include
2022, 2021, 2020 Inc. 5000 fastest-growing private companies in America
2022, 2021 SF Business Times 100 fastest-growing private companies in Bay Area