The Role of a Client-Side Project Manager in ERP Implementations

By: Theresa Nelson    July 23, 2024

Whether your organization is implementing an entire enterprise resource planning (ERP) system, or just adding individual applications, there’s one person you need on your side. That’s the client-side project manager (PM)

The client-side PM is a vital contributor, no matter the size and scope of your project. This role represents the client’s interests; ensures directives and priorities are kept in focus; works closely with the project team to drive work forward; and facilitates communication from the client’s perspective about the desired project direction.

And the stakes have never been higher when it comes to ERP implementation success—or failure. Take Waste Management, for example, which experienced numerous problems and delays with their ERP provider, resulting in a $500 million lawsuit.

The takeaway, says TechTarget, is to “verify vendor claims with internal business and technical teams”—and that’s just one of the advantages having a client-side project manager can bring to the table.

While hiring a client-side project manager does require an additional upfront cost, having a good one will save your company time, resources, and money in the long run.

In this post, we’ll explore the value a client-side PM provides, as well as explore challenges that arise during ERP implementations in the absence of one. But first, the basics about what’s involved with an ERP project, and who’s responsible for what.

Who Does What During an ERP Implementation

An ERP system, like Infor CloudSuite, plays a fundamental role in helping organizations manage their various core business processes with the support of specific applications for finance, supply chain, human capital management, inventory, workforce management, and more.

Implementing a new system, whether it be a handful of functional applications, or a net-new migration, is a complex process that you’ll need to dedicate several months to over a year to complete.

It follows that a project of this scale requires the participation of many stakeholders, with each having different responsibilities. Let’s take a quick look at the roles involved.

There’s the vendor’s project manager, and if applicable, the client’s implementation partner. There are also the respective technical and functional consulting teams who are responsible for migrating required data and setting up the new system.

On the client side—your side—you’ll ideally have an internal team dedicated to the implementation project. One crucial member of your team will coordinate and manage the vendor’s performance throughout the implementation: the client-side project manager.

The Role of a Client-Side Project Manager

The client-side PM serves as a liaison between the software vendor and your organization. This person works with the project’s executive sponsors to bring the ERP project vision to life.

Their responsibilities include identifying team members who will work on the software selection, implementation, and go-live phases of your ERP project. They’ll also serve as the collaborator between the vendor and your company, making sure your business goals are being met.

A (Good) Client-Side PM Proactively Turns Challenges into Opportunities

The client-side PM serves as the client’s advocate to the ERP vendor and ensures the client’s best interests are looked after and their voice heard.

The PM not only proactively identifies and helps avoid issues in the first place; they also help to quickly mitigate issues that do arise. In these ways, the client-side PM keeps the project on track, both in terms of budget and timeline.

Alignment with business goals: There’s always the risk that your ERP system requires unique customization and setup to meet the unique needs of your company. A client-side PM helps ensure the ERP system aligns with business goals, often by working closely with the executive sponsor to facilitate the vision for the project.

Communication & coordination: The possibility of misunderstandings between the vendor and the client is all too common. This is especially true if regular communication touch points aren’t established and adhered to. Fortunately, the client-side PM is in a unique position to facilitate clear communication and coordination with the vendor.

This is because the client-side PM is typically from an ERP implementation partner (such as RPI Consultants). As a result, they have the specialized skills required to mediate between the client and vendor as well as to advocate on the client’s behalf.

Since they’re technically a third-party, they also have a more objective perspective on the happenings of the project and can more definitively navigate difficult conversations and course corrections if necessary.

Project focus: Both scope creep and uncontrolled costs, due to lack of attention to detail, can contribute to additional work and painful delays. The client-side project manager should, on a weekly basis, review the implementation’s resource allocation and budget. Doing so will help the PM identify and address issues as they arise.

Realistic & punctual timeline: ERP project delays can be costly for organizations. And often, they’re completely avoidable. And the best way to minimize project delays is to plan ahead and proactively identify areas that may impede project progress.

Common issues that could slow down your ERP implementation include missing information, such as when the software vendor needs an answer from the organization. There may also be data cleanup or migration problems that need to be solved. A client-side PM can answer questions, resolve issues, and make sure everyone on the team has what they need to keep the project moving.

ERP change management: Implementing an ERP system requires flexibility from your company’s employees, (not to mention your vendors and customers), so it’s important for them to know what’s happening and when.

A client-side PM can assist in facilitating ERP change management throughout the organization by communicating the benefits and the requirements of the new system, with a plan that addresses the needs of all stakeholders.

Accountability: Knowing who’s responsible for what is crucial to your ERP implementation’s success. A dedicated advocate for the client helps ensure all parties, including the vendor, the organization undergoing the implementation, and any affiliated partners, stick to their commitments.

Why Your ERP Implementation Needs a Client-Side PM

If you and your company want to avoid the risks that inherently come with the complexity of implementing an ERP implementation, the solution is relatively simple: identify and hire a client-side project manager.

The right client-side PM can help you avoid uncontrolled costs, missed deadlines, and project failure. They can also ensure that your ERP system is set up to help meet your organization’s goals.

Interested in learning more about the advantages and value a client-side project manager can bring to your ERP implementation? Contact RPI Consultants—we have proven expertise in supporting the implementation of various ERP systems.