Project Manager

• Provide strategic leadership in developing and implementing customer onboarding processes that align with organizational goals and objectives
• Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the onboarding function
• Oversee the post-sales customer lifecycle, including new customer onboarding and new product implementations
• Support and implement changes related to customer renewals, product improvements, and up-sell and cross-sell initiatives
• Develop and implement strategies to maintain high levels of customer loyalty and satisfaction through customer go-live
• Address and resolve complex customer issues in a timely and effective manner
• Act as a customer advocate within the organization, ensuring customer feedback is heard and acted upon
• Maintain accurate and up-to-date records of customer interactions, onboarding and implementation progress, risk management, and issue resolution
• Generate regular reports on project and program metrics, performance, and satisfaction
• Lead and mentor a team of customer implementations professionals, providing guidance, coaching, and support
• Track and analyze customer performance metrics to ensure continuous engagement with the product and maximize product usage
• Utilize data-driven insights to identify opportunities for improvement and to inform strategic decisions
• Develop and oversee comprehensive customer training programs and collaborate with the training team to create effective training materials and resources
• Collaborate with Sales and Product teams to provide insights from customer interactions and contribute to product improvements
• Coordinate with Sales to identify opportunities for upselling and cross-selling during the onboarding process

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Project Manager