Client Success Project Manager | North America & LATAM Clients

The Client Success Project Manager is responsible for supporting the coordination, execution, and successful delivery of customer-facing projects during the early engagement phase. This role partners closely with North America-based clients, internal Project Managers, technical Subject Matter Experts (SMEs), and business leaders to ensure customer onboarding and readiness activities are progressing as planned, while proactively identifying and driving resolution of gaps that could impact implementation success. The ideal candidate possesses strong organizational and communication skills, experience working in a multicultural environment, and the ability to coordinate activities across multiple teams while maintaining a high level of customer focus. This role plays a key part in creating a seamless customer onboarding experience and ensuring successful transition from early engagement to implementation and service delivery. What's in it for you? Manage strategic client relationships across North America and LATAMLead customer onboarding and implementation readiness initiatives

• Partner with global stakeholders and cross-functional teams
• Drive customer success and exceptional client experiences
• Work on complex, high-impact projects with international exposure
• Grow your career in a fast-paced, customer-focused environment Key Responsibilities
• Coordinate customer onboarding, early engagement, and service delivery readiness activities from initiation through implementation handoff.
• Serve as a primary point of contact for North America-based customers and internal stakeholders, building trusted relationships and ensuring a positive customer experience.
• Drive customer readiness by tracking implementation prerequisites, including infrastructure readiness, resource availability, training participation, customer deliverables, and other onboarding requirements.
• Proactively identify readiness gaps, risks, dependencies, and potential delays, partnering with customers and internal teams to develop mitigation plans and maintain project timelines.
• Communicate priorities, required actions, and timelines with appropriate urgency and professionalism, driving accountability while maintaining strong customer relationships.
• Support project governance activities, including project plans, milestone tracking, action item management, risk and issue tracking, status reporting, and project documentation.
• Facilitate early engagement team meetings, documenting decisions, tracking follow-up actions, and ensuring timely completion of assigned deliverables.
• Prepare and maintain project documentation, stakeholder communications, dashboards, meeting minutes, and status reports in accordance with delivery standards and established processes.
• Coordinate activities across cross-functional teams within the Services organization.
• Support implementation readiness reviews, resource coordination, and service delivery transition planning to ensure successful handoff and project continuity.
• Identify opportunities to improve customer onboarding, readiness processes, project coordination, and operational efficiency.
• Promote a collaborative, customer-focused culture through effective partnership with internal teams and external customers. Required Qualifications
• Minimum of 5 years of project coordination, project management, program coordination, or related experience.
• Experience supporting North America-based clients, customers, or stakeholders in a customer-facing capacity.
• Experience working in a multicultural or global team environment, supporting stakeholders across multiple regions and time zones.
• Strong English verbal and written communication skills, with the ability to facilitate meetings, document decisions, provide project updates, and communicate professionally with customers and leadership.
• Demonstrated experience maintaining project plans,

schedule

s, action trackers, risk and issue logs, status reports, and project documentation.

• Demonstrated ability to manage customer-facing activities, influence stakeholders, and drive completion of deliverables without direct authority.
• Experience identifying and resolving project or customer readiness gaps through proactive communication, follow-up, and coordination.
• Proven ability to coordinate cross-functional teams and drive accountability for project deliverables.
• Strong organizational, prioritization, and time-management skills with the ability to manage multiple activities simultaneously.
• Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, Smartsheet, or similar project management and collaboration tools.
• Strong attention to detail and commitment to meeting deadlines in a fast-paced environment. Preferred Qualifications
• Experience supporting healthcare technology, healthcare IT, software implementation, SaaS, or enterprise application projects.
• Exposure to Enterprise Imaging, PACS, RIS, Radiology, Cardiology, Electronic Health Records (EHR), or other clinical systems.
• Familiarity with customer onboarding, implementation readiness, service delivery, customer success, or operational readiness processes.
• Experience using project management tools such as Smartsheet, Microsoft collaboration tools, or equivalent platforms.
• Familiarity with Agile, Waterfall, or Hybrid project delivery methodologies.
• CAPM, PMP, Agile, Scrum, or related project management certification preferred.