Whether your organization is migrating your enterprise resource planning (ERP) system to the cloud, or adding individual applications, there’s one person you need on your side during the process. 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 is to ensure that the actual project scope aligns with internal business and technical requirements—and the client-side PM will advocate for you when and if things get dicey. It’s just one of the advantages a client-side PM brings to the table.
While hiring a client-side PM is 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.
Migrating to a cloud 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 that 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. These resources, depending on bandwidth can quickly become overwhelmed when managing both project responsibilities and fulfilling day-to-day operations.
That’s where it pays to have the client-side project manager. This crucial member of your team will coordinate and manage the vendor’s performance throughout the implementation, ensure timelines are met, and that the essential work that your business needs to complete doesn’t come to a stop.
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 advocates for you, your team, and the project’s success, working closely 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 champion 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.
Below are some additional ways the client-side PM brings value to the ERP project.
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 Next ERP Project Needs a Client-Side PM
If you and your company want to avoid the risks that inherently come with the complexity of an ERP project, the solution is 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 us below to learn more about our client-side PM services and ensure your next project is a successful one.
Client-Side Project Manager FAQ
1. What is a client-side project manager?
A client-side project manager represents the organization implementing the ERP system. Their role is to advocate for the client’s priorities, coordinate with the vendor and implementation partner, and ensure business requirements stay aligned throughout the project.
2. Why do ERP projects need a client-side project manager?
ERP projects involve multiple stakeholders, tight timelines, and complex decisions. A client-side project manager helps reduce misalignment, supports clear communication, and keeps the project focused on the organization’s goals, helping avoid delays and costly rework.
3. How is a client-side project manager different from a vendor project manager?
A vendor project manager is responsible for delivering the software and services outlined in the contract. A client-side project manager works on behalf of the organization, advocating for internal needs, validating scope decisions, and ensuring the vendor’s work supports business objectives.
4. When should an organization bring in a client-side project manager?
Ideally, a client-side project manager should be involved early, during planning and software selection. Early involvement helps set realistic expectations, define scope clearly, and identify potential risks before implementation begins.
5. Is hiring a client-side project manager worth the cost?
While hiring a client-side project manager adds an upfront expense, it can help prevent budget overruns, missed deadlines, and implementation issues that often cost far more to fix later. Many organizations find the role pays for itself over the life of the project.
