Client Manager – Remote
Role and Responsibilities
The Client Manager (CM) leads the internal cross-functional coordination, project management, and client communication for ERP implementation and ad hoc Prophet 21 (P21) projects at Conveyance Solutions. As the central relationship manager and delivery facilitator, the CM ensures each project is planned, staffed, tracked, and executed in alignment with the Statement of Work (SOW), internal systems, and client expectations.
Under supervision of the Director of Client Management, the CM works cross-functionally with Sales, Application Consultants (ACs), Data Analysts (DAs), Developers, Information Management Analyst, and COO to guide the client journey from sales hand off through post go-live support, overseeing timelines, deliverables, communication, client satisfaction, and scope management. Provides project management and coordination for smaller projects or ad hoc work, validates client satisfaction with deliverables, and secures client sign off. Seeks opportunities for extending the client relationship to future SOWs or ongoing support. This role is fundamental to fulfilling our customer pledge.
Responsibilities include:
Stakeholder Engagement and Communication
- Serve as the primary point of contact for the client from internal handoff through completion.
- Facilitate the Project Kickoff and Project Team Launch meetings, guiding the client through the implementation roadmap and introducing delivery team members.
- Maintain consistent, proactive client communication through Slack, email, and scheduled calls.
- Lead weekly status meetings with clients, updating priorities, progress, and issues using Trello.
- Anticipate resistance and prepare messaging to proactively address concerns.
- Facilitate alignment conversations across stakeholder groups, ensuring project goals and impacts are clearly understood.
- Use consistent, transparent, and timely communication to build trust and reduce uncertainty throughout the project lifecycle.
- Provide timely, accurate, complete (TAC) progress reports and budget to actual hours used for each line item on the SOW.
Project Planning and Timeline Management
- Build out key milestones, deadlines, and dependencies in Trello and Smartsheet (if applicable).
- Maintain and adjust project timelines in collaboration with internal team leads.
- Update due dates and task assignments across project phases to reflect evolving scope or capacity.
- Partner with the CM Lead to flag timeline risks early and propose feasible adjustments.
Change Readiness & Adoption
- Assess organizational readiness and flag signs of misalignment or capacity gaps.
- Support clients in managing internal communications and change rollouts by aligning project phases with end-user training and go-live support.
- Guide internal and external stakeholders through the psychological and operational transitions associated with ERP adoption.
Behavioral Anchors
- Maintain a calm and solutions-oriented presence when navigating tension or ambiguity.
- Demonstrate empathy, curiosity, and patience in high-stakes conversations or when addressing change fatigue.
- Empower clients by celebrating progress, clarifying next steps, and normalizing setbacks as part of the change journey.
Client Satisfaction Program (CSP) Execution
- Deliver and track CSP surveys at defined milestones (Launch, 30-Day, 90-Day, etc.).
- Record survey responses and follow up on areas requiring support or adjustment.
- Partner with CM Lead and COO to integrate client feedback into project delivery.
System Alignment & Oversight
- Work alongside the Information Management Analyst, who sets up information management systems (Trello board, Toggl, Slack channel, Parallax).
- Review and validate the SOW translation into system tools, ensuring Trello lists reflect deliverables and assigned hours.
- Ensure each project board is set up and maintained according to the Trello Management SOP.
- Ensure weekly status update on CM card in Coordination list on Trello.
Scope, Budget, and Time Tracking
- Monitor actuals vs. planned hours via Parallax and Toggl reporting.
- Identify out-of-scope client requests and initiate appropriate escalation or SOW adjustments.
- Track team capacity and delivery sequence to maintain alignment with budgeted hours.
- Flag time management issues according to the Toggl Time Management SOP.
Core Tools & Platforms
- Trello – Central task management and weekly update hub
- Smartsheet – Used for milestone and Gantt-style project planning (when required)
- Parallax – Project budget, hours, and resourcing view
- Toggl – Time tracking validation
- Slack – Internal communications; some external client communications
- SharePoint – Client documentation archive
Qualifications & Experience
- Bachelor’s degree in computer science, business, finance, or other related field is preferred.
- 2+ years Epicor Prophet 21 “super-user” or administrator experience
- 3+ years of experience in project coordination, client services, or consulting roles required
Required Skills
- Strong emotional intelligence
- Strong organizational and planning skills
- Confident communicator with ability to guide conversations and set expectations
- Comfortable using digital tools (Trello, Slack, SharePoint, Parallax, Toggl)
- Demonstrated experience supporting change initiatives and navigating client resistance
- Ability to assess stakeholder readiness and facilitate alignment across diverse teams
Preferred Skills
- Understanding of time and resource budgeting in service delivery
- Formal training or certification in change management (e.g., Prosci, ACMP, Kotter)
- Experience developing stakeholder engagement plans and adoption readiness strategies
- Background in organizational development or behavioral change consulting
Success Metrics
- All assigned projects launched with defined project plans translated to Parallax Resource Planning Software and Trello Project Management boards
- 100% of milestone dates and deliverables populated in Trello within 3 business days of Project Kickoff
- ≥90% of projects delivered within defined scope and timeline
- ≥4.5/5 average client satisfaction on CSP surveys
- ≥90% Client Adoption Readiness by Go-Live
- All project scope changes escalated proactively with clear communication trail
Benefits
- Company Paid Health Coverage
- Company Paid Life Insurance
- 401(k)
- 120 Hours Paid Vacation
- 50 Hours Paid Sick Time
- 4 day work week with flexible schedule
- Learning and Development Opportunities
Salary
- $100,000 – $130,000 per year
