Own, manage, and deliver all assigned customer engagements from initial scoping during the sales prospecting phase, through any subsequent onboarding phases, with a handoff to Customer Success and Support.
Lead Professional Services delivery teams: Project Managers, Technical Solution Engineers, Solutions Consultants and other applicable roles.
Responsible for all engagement staffing assignments, allocations, time tracking, Project Management adherence to best practices, delivery strategy, customer facing management and escalations.
Responsible for management of all time, scope, and budget expectations for each engagement
Partner with Sales to support pre-sales activities, including creating implementation plans, presenting implementation approaches, scoping, pricing and drafting SOWs.
Lead, and own, key process areas through design and implementation of scalable frameworks, tools, best practices.
Drive initiatives that advance operational maturity across the delivery organization.
Lead a cross-functional team by setting clear expectations, building community, and inspiring excellence.
Drive team culture and performance through coaching, career development, and balancing skills to meet business needs.
Ensure governance and quality by adhering to best practices and managing portfolio risks.
Serve as the senior escalation point for complex project challenges, ensuring clear communication, strategic alignment and timely resolution to maintain customer satisfaction.
Collaborate with cross-functional partners to identify at-risk customers and address implementation needs.
Requirements
10+ years experience in project/program management, ensuring software delivery excellence: on time, on budget, in scope, navigating complex organizational dynamics.
Demonstrated excellence in both internal and external (customer-facing) verbal and written communication.
System integration partner and contract staffing management experience
Extensive knowledge of SaaS delivery product delivery and operations, with the ability to translate technical solutions into business outcomes.
Demonstrated ability to lead and manage cross-functional teams, fostering growth, accountability, and collaboration.
Consulting background with a focus on driving value for clients and aligning solutions with their objectives.
Exceptional facilitation skills to guide teams and customers through complex, sometimes challenging, discussions and decision-making processes.
Outstanding presentation and communication skills, with the ability to engage audiences at all organizational levels.
Structured and well-organized work cadence with comfort tackling complexity and ambiguity
A strong track record of problem solving and a “roll up your sleeves” mentality.
Benefits
Medical
Cigna plans with 100% employer paid premiums on 2 plan options
Dental
100% paid premium plan for you and your dependants
Vision
100% paid premium plan for you and your dependants
Employee Assistance Plan
401(k) retirement savings plan
HSA employer contributions
Flexible PTO
12 paid holidays per year
12 weeks parental leave w/generous return to work stipend