Project Manager – Managed Services

Role Overview

• Driving successful delivery of Managed Services/Premium Customer Success projects globally
• 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

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

Tech Stack

• SDLC

Benefits

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Company-wide mentor program