The Implementation Project Manager leads the end-to-end delivery of MeridianLink Mortgage LOS, POS, and core banking system integration implementations for new and existing customers, from project kick-off through testing, go-live, and transition to support. The Implementation Project Manager serves as the primary point of contact for customers throughout the implementation lifecycle and is responsible for project planning, customer communication, risk management, escalation management, and overall project execution. The role reviews project scope established by contractual agreements, manages implementation activities against established timelines, and drives accountability among both customers and MeridianLink project resources for agreed-upon milestones, deliverables, and project objectives. The Implementation Project Manager serves as the project lead and coordinates activities with Implementation Analysts (IAs) and other cross-functional MeridianLink resources to support successful project delivery. The role reports to the Manager of Services Program Management and is responsible for evaluating and communicating project risk, maintaining portfolio health, and providing regular status and escalation updates to Services Program Management.
Expected Duties
- Schedule and lead major milestone meetings including the project kick-off, project charter review call, project closure, and other customer-facing meetings as required.
- Create and maintain project plans, resource assignments, milestones, and timelines using approved project management tools, including Smartsheet.
- Serve as the primary point of contact for customers throughout the implementation lifecycle and maintain timely, professional communication regarding project status, risks, decisions, and next steps.
- Drive customer engagement and accountability by monitoring deliverables, action items, dependencies, and readiness activities needed to maintain project momentum.
- Serve as the initial point of contact for project escalations and coordinate resolution efforts with cross-functional MeridianLink resources and leadership as needed.
- Lead and coordinate project activities with Implementation Analysts (IAs) and other cross-functional MeridianLink resources to support successful project delivery.
- Identify, evaluate, document, and communicate project risks, issues, delays, and scope-related concerns to stakeholders and leadership.
- Track and manage implementation-related cases and project administration activities within approved systems, including Salesforce, as applicable.
- Provide regular project status updates, portfolio health updates, and escalation reporting to Services Program Management.
- Maintain internal project management procedures, templates, and operational documentation and recommend process improvements to improve consistency, efficiency, and successful customer outcomes.
Qualifications: Knowledge, Skills, and Abilities
- Demonstrated capacity to manage multiple complex implementation projects concurrently while balancing competing priorities, timelines, and stakeholder needs.
- Demonstrated ability to manage customer expectations, facilitate change management, identify and communicate project risk, and communicate effectively verbally and in writing with both customer and internal stakeholders.
- Strong organizational skills with the ability to maintain accurate project plans, documentation, action items, and status reporting across multiple concurrent projects.
- Demonstrated ability to work collaboratively in a cross-functional team environment while adapting to changing priorities, project demands, and business needs.
Preferred Qualifications
- 3-5 years of relevant experience, specifically leading enterprise software deployments.
- Experience utilizing enterprise project management tools. Specific experience with Smartsheet is preferred.
- Familiarity with the mortgage industry, mortgage origination software, or financial technology solutions is a strong differentiator but not required.
- Experience incorporating AI-powered tools, such as Claude or Microsoft Copilot, into project management, customer communication, documentation, or operational workflows is a plus.
