Project Manager, Customer Onboarding

How You’ll Support Our Mission 

Reporting to the Senior Manager of Onboarding, you will be an integral part of our implementation team. In this highly customer-facing role, you will be responsible for leading onboarding and implementation projects, ensuring a seamless transition for new customers. You will manage project timelines, budgets, and expectations while fostering strong relationships with clients.

You have a proven ability to work with cross-functional teams and customers to define clear priorities and requirements for executing against the product roadmap. As a trusted advisor, you will provide project management services, industry insight, and product knowledge to guide customers through their onboarding journey, ensuring long-term success with our product suite.

The ideal candidate is passionate about building and maintaining strong customer relationships, managing all aspects of a project life cycle, and balancing technology and business goals to define successful solutions. Additionally, you will facilitate meetings, lead workshops, and conduct product demonstrations for customers, tradeshows, and user groups.

What You'll Be Doing - the day to day

• Develop and maintain project plans and schedules, ensuring all relevant stakeholders are engaged.

• Serve as the primary point of contact for customers throughout their onboarding journey, proactively addressing concerns and providing guidance.

• Identify and mitigate implementation risks to ensure smooth project execution, engaging appropriate internal escalation resources as needed.

• Measure and monitor project deliverables to ensure customer satisfaction and project success.

• Collaborate with internal teams (e.g., Product, Development, Testing) across multiple locations and time zones to ensure seamless implementations.

• Partner closely with customer project managers and key stakeholders to align goals, timelines, and deliverables.

• Ensure customers feel heard, supported, and empowered through proactive communication and solutions-driven engagement.

• Continuously evaluate and refine processes to improve customer satisfaction and onboarding efficiency.

• Provide dashboard reporting on project progress and escalate issues to senior management when necessary.

• Travel to customer sites as needed to support implementations and foster client relationships (international travel may be required).

Who You Are - the essentials

• 5 years of Project Management experience in a customer-facing role.

• Formal training in Project Management (e.g., PMP) and/or strong understanding of Project Management principles.

• Strong written and verbal communication skills with the ability to manage stakeholder expectations effectively (C1 must).

• Hands-on experience working directly with customers to drive successful project outcomes.

• Solid knowledge of the software development lifecycle.

• Proven ability to lead cross-functional teams and manage competing priorities.

• Strong analytical and problem-solving skills.

• Experience with tools such as Salesforce, MS Project, Visio, Jira, Confluence, and SharePoint.

• Experience delivering customer training is a strong asset.

• Background in business analysis, process improvement, and customer experience optimization is preferred.

• Healthcare technology implementation experience is a strong plus.

• Ability to thrive in a fast-paced, dynamic environment.

About ESO

ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across North America, Europe and now Costa Rica!

Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don’t match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission.

All offers are contingent upon a successful background check.

ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.