eGroup

Customer Success Manager

• Develop journey maps and outcome goals tracking for assigned client engagements.
• Act as the “CX Membrane” for assigned clients, collaborating with other departments to determine best approaches for engagement.
• Work closely across a variety of eGroup departments to deliver exceptional client experiences.
• Provide CSM services for both professional services projects and managed services engagements.
• Monitor customer satisfaction through regular measurement and reporting and implement targeted strategies to address areas requiring improvement.
• Concentrate on cultivating robust client relationships to uncover further business opportunities with assigned accounts.
• Meet objectives for customer retention by minimizing churn and expanding client relationships through additional products and services.
• Achieve targets for client satisfaction, including measurements for overall CSAT, NSAT, TTV, CLV, CES, and other key metrics.
• Effectively escalate and resolve customer issues with expertise, urgency, and tact across multiple departments within eGroup.
• Contribute directly to continuous improvement of our CX practice.
• Providing coaching and education to other eGroup Enabling Technologies team members on CX delivery and strategy will be an integral part of the role.

Project Manager

• Lead projects through the full project lifecycle, including initiation, planning, execution, monitoring, and closeout.
• Develop and maintain project schedules, resource plans, risk registers, status reports, and project documentation.
• Define project scope, objectives, deliverables, milestones, and success criteria in partnership with clients and technical teams.
• Coordinate internal and external resources to ensure effective project execution and timely delivery.
• Serve as the primary point of contact for clients throughout project engagements.
• Facilitate project kickoff meetings, status reviews, stakeholder communications, and executive updates.
• Build strong client relationships by providing proactive communication, transparency, and exceptional service.
• Manage client expectations and ensure alignment between business requirements and project outcomes.
• Monitor project progress, timelines, budgets, and resource utilization.
• Track deliverables, dependencies, and action items to ensure successful execution.
• Identify and resolve issues that may impact project success while maintaining clear communication with stakeholders.
• Ensure project activities align with established project management methodologies and organizational standards.
• Proactively identify project risks, constraints, and opportunities.
• Develop mitigation strategies and contingency plans to minimize project impacts.
• Manage scope changes through formal change control processes, ensuring stakeholder understanding and approval.
• Escalate critical issues appropriately and drive resolution across teams.
• Monitor project budgets, forecasts, and overall project health.
• Review project profitability and resource allocation to support business objectives.
• Ensure accurate time tracking, invoicing support, and project reporting as required.
• Lead project completion activities, including client acceptance, final documentation, lessons learned, and project retrospectives.
• Ensure a seamless transition to support or managed services teams when applicable.
• Contribute to the ongoing improvement of project management processes, tools, and best practices.