Senior Technical Project Manager
Coates Group
PMP
Head of Product Implementation
JustPark
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Lead
Tech Stack
PMP
About the role
- Work in a global team and report to the Senior Director of Product Implementation
- Focus on implementation work in North America and manage a small team of implementation specialists for the region
- Accountable for end-to-end planning and execution for client onboarding across product range
- Work with and manage delivery by teams across the business, channel partners and integration partners
- Directly engage with clients, configure products, deliver training and solve problems
- KPIs focused on speed, efficiency, repeatability, scalability of and client satisfaction with product implementation
- Lead multiple concurrent client implementations from sales handoff through to product configuration, launch, post-implementation review and transition to BAU
- Partner with commercial teams to shape implementation scope during pre-sales process
- Allocate implementation workload across the team
- Develop implementation plans by tailoring playbooks to unique needs
- Manage client relationships, align expectations, gather information and run regular client meetings
- Configure products and QA configuration to ensure it functions as expected
- Coordinate and manage deliverables from across the business in alignment with implementation plan
- Manage integration partners and suppliers to ensure delivery to overall timelines
- Collaborate closely with channel partners and ensure successful delivery for both the partner and end-client
- Work closely with product and engineering to define operational processes for new products/features and surface client requirements for roadmap
- Monitor and review work output of your team
- Act as a senior escalation point for complex client implementations and problem resolution
- Ensure clients achieve time-to-value quickly and ensure that the JustPark business is well positioned to retain clients, realise revenues and drive revenue expansion
- Continuous improvement responsibilities: increase efficiency and scalability, iterate and improve processes, identify automation and self-service opportunities, facilitate retrospectives and ensure improvements are implemented
- Team leadership & development: manage a remote team, set and achieve ambitious targets, develop and retain talent, mentor and support team members
Requirements
- 5+ years experience in a customer/client success, customer/client onboarding, technical account management or professional services for SaaS products, including 2+ years in a leadership role
- Proven track record delivering complex implementations with channel and/or integration partners
- Demonstrated ability to develop and improve on processes with measurable increases in speed, efficiency and quality
- Strategic awareness and commercial acumen
- Strong communication, interpersonal and client management skills
- Bonus Skills:
- Experience in start-up and/or scale-up businesses
- Experience working with teams and/or clients across multiple time zones
- Experience working in B2B2C environments involving both B2B clients and end-users where the commercial model is partly driven by end-user transactions
- Background in parking technology, mobility, event management or venue operations
- Qualifications in project management (eg PMP, PSM/CSM, etc)
- Experience in administration of sales, support and/or customer/client success tools (e.g. Salesforce, Zendesk, Planhat, Jira or similar)
