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

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

project managementSoftware Development Lifecycle (SDLC)budget managementrisk mitigationrequirements definitionproject schedulingcustomer successdata replicationsolution refreshdocumentation management

Soft Skills

communication skillspresentation skillsattention to detailorganizational skillscustomer-facingrelationship managementproblem-solvingteam collaborationtime managementleadership