Sylogist, Ltd.

Project Manager

• Successfully manage multiple software implementation projects, simultaneously, through entire lifecycle from initial planning to close-out.
• Report project status to key stakeholders and managers, to include percent complete, milestone attainment, budget-vs-actual, schedule, issue resolution, and risk mitigation.
• Establish and maintain effective relationships with customers, internal project team members, and cross-functional contributors.
• Escalate issues in a timely and tactful manner and engage the necessary contributors and approvers to identify and execute resolutions while using good judgement and sound reasoning in making decisions.
• Identify project risks and create mitigation plans as well as drive a change management process to ensure full project transparency and visibility.
• Proactively manage customer expectations and document all changes in scope, schedule and resources/investment.
• Facilitate discovery, documentation, delivery, and customer acceptance of software configuration and potential enhancements to be submitted to Product Management.
• Timely review and approval of team members’ time and expense entries.
• Assist the Director of Customer Success in departmental capacity management to ensure customer projects are properly resourced to meet deadlines and consultant utilization is optimized.

Senior Project Manager

Manager

• Lead, coach, mentor, and develop support leads and support professionals across multiple product lines
• Foster a collaborative, accountable, and customer-centric team culture
• Set clear expectations for team performance, communication, ownership, and follow-through
• Conduct performance reviews and provide ongoing coaching and feedback
• Support recruiting, onboarding, training, and development across the support organization
• Assess team performance and capabilities, making recommendations for improvement where needed
• Serve as a leadership escalation point for complex customer issues and high-priority support situations
• Jump into escalations when needed by reviewing ticket details, joining customer conversations, and helping guide troubleshooting efforts
• Help support leads and team members work through ERP, accounting, product, and customer-related challenges
• Help determine whether issues are related to configuration, user process, accounting workflow, data, product defects, training gaps, or other root causes
• Provide support coverage and leadership assistance during periods of increased ticket volume, team absences, or urgent escalations
• Oversee day-to-day support operations, ticket queues, workloads, escalations, and service levels
• Ensure customer issues are prioritized, assigned, and resolved in accordance with established SLAs
• Identify and implement process improvements that reduce ticket response and resolution times
• Review support metrics and operational trends to identify opportunities for improvement
• Perform root cause analysis on recurring support issues and help implement long-term corrective actions
• Improve support workflows, documentation, procedures, and day-to-day operating practices
• Partner with Product, Development, Customer Success, and Professional Services teams to resolve customer issues effectively
• Ensure product defects, recurring issues, and enhancement opportunities are documented, communicated, and tracked appropriately
• Provide feedback on customer pain points, product usability, training resources, and documentation gaps
• Support effective communication between customer-facing teams and technical/product teams

Senior Project Manager

Senior ERP Support Manager