Project Manager - Managed Services

About the role:

As the Project Manager, you will be responsible for driving successful delivery of Managed Services/Premium Customer Success projects globally.

Responsibilities:

• Liaising as the primary point of contact for multiple customers as it pertains to their Premium CS/Managed Services packages
• Hosting and organizing customer kick-off calls, as well as subsequent calls as needed during package duration
• Leading customer projects from requirements definition through deployment, identifying schedules, scopes, budget estimations, and implementation plans, including risk mitigation
• Establishing and maintaining relationships with relevant customer stakeholders, providing day-to-day contact on project status and changes
• Drafting weekly emailed status reports to customers on the progress of their project deliverables
• Reporting project outcomes and/or risks to the appropriate management channels and escalate issues, as necessary, according to project work plan
• Creating and managing multiple project schedules in Clarizen, ensuring all appropriate resources have been requested and corresponding tasks / hours have been assigned
• Creating and managing multiple JIRAs, ensuring JIRAs are always in the appropriate status for the resources to which they are assigned
• Approving weekly timesheets for all assigned project resources in Clarizen
• Managing the quarterly budget of CaaS hours to ensure approved time does not exceed the customer’s quarterly budget
• Managing the hours of Non-Production Solution Refreshes and Data Replication Reseeds to ensure hours are not exceeding program expectations
• Creating and managing project Slack channels per Premium CS/Managed Services customer; including providing daily updates on deliverables to project team
• Working closely alongside all project resources including Solution Architects, Software Engineers, Data Engineers, as well as customers’ Account Management Team and GSD Leadership
• Creating and managing customer Managed Services workbooks; workbooks will create the repeatable footprints for:
  • A log of all of Customer’s Customization-as-Service Deliverables
  • Customer’s Non-Production Solution Refresh
  • Customer’s Data Replication Reseed
  • Customer Issues Log
• Participating in CloudOps deploys for Managed Services customization deliverables
• Storing and organizing all documentation related to customers’ Managed Services package (signed specs, signed SOWs)

Requirements:

• You have 3-5 years of project management experience
• You possess familiarity with the Software Development Lifecycle (SDLC)
• You have previous experience working with project management tools like Clarizen, Advanced Jira Roadmaps, and/or Monday.com
• You have experience working with the Atlassian Suite (Jira, Confluence)
• You have experience and enjoy working in a customer-facing role and helping customers improve their ATS / CRM experience
• You enjoy keeping others on track to a successful project delivery
• You have proven success working with all levels of management
• You possess strong attention to details, deadlines and budgetary guidelines
• You have strong written and verbal communication skills
• You have excellent presentation skills

Benefits:

The annual base salary range for this position is $92,002 - $105,000. In addition, this role is eligible for an annual target bonus & a comprehensive benefits package.