Senior Project Manager, Professional Services (Customer Facing)

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Job Overview: 

As a Senior Project Manager at Khoros, you will be responsible for the successful delivery of our customers’ projects. In this position, you will be responsible for working with a portfolio of customers that have strategic roadmap visions to bring to life. This requires an organized, articulate, and detail-oriented person who is comfortable collaborating with customers to define, scope, and deliver projects. We are seeking an individual who possesses a unique mix of strong project management experience, social understanding, and technical knowledge to join our growing team. This individual must also possess strong customer relationship management skills and be ready and willing to work with a small number of high-touch customers for an extended period of time. This is an important role, in which you will be responsible for working with our diamond tier customers to grow and evolve their communities.

Some responsibilities include:

• Manage multiple, parallel software deployment projects for diamond tier customers
• Coordinate and manage internal and external resources, both technical (consultants, production operations) and non-technical (product  experts, user interface consultants, designers)
• Work with customers on the definition and execution of their overall project plans
• Plan the project execution program and monitor its overall progress, resolve issues,  and initiate corrective action as appropriate.
• Manage the client relationship and set customer expectations during project implementations
• Takes the lead in Escalations, providing input and guidance to get the customer back to green
• Identify account expansion opportunities and support Sales to close them
• Follow Khoros Project Implementation Methodology and PMO Guidance
• Document functional and technical specifications of proposed solutions 
• Create Statements of Work for projects, and change requests as needed
• Build Change Management frameworks to contribute to PMO best practices and evolution
• Contribute to constant improvement of Khoros project management practices
• Coordinate training and mentorship for the customers' team
• Learn, develop, and share best practices – be a team player

You might be a good fit if:

• Bachelor’s degree from an accredited university
• 6+ years of hands-on project management experience at a software product company or consulting firm, with at least three years managing projects in consumer facing web applications (web sites, social interaction sites, support sites, etc)
• Experience managing fixed fee, T&M, and milestone-based projects with budgets exceeding $200k
• Foundational understanding of PMI’s Project Management Framework and language
• Excellent customer interaction and presentation skills (ability to present to different audiences and bring the message across in a concise, professional manner)
• Proven track record managing multiple parallel projects (with team size of 5+ members) in a software development and/or project management environment where the customer is an external buyer (no internal IT projects)
• Experience scoping and estimating project efforts
• Demonstration of use and understanding of project control KPIs
• Excellent problem solving skills
• Experience within the social media technology landscape
• Experience with Digital Contact Centers
• Strong flair for technology and technology solutions
• Mastery of the English language (written and spoken)
•  

Nice To Have

• Experience with SmartSheet, Salesforce, Google Apps
• Experience with SaaS-based social customer experience platforms
• Moderation and/or Management of online communities
• Additional languages

Big Plus

• PMP certification
• Certified Agile Scrum Master

The base salary range for this role is $95,000-$110,000 with a 15% Bonus. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications. Your actual pay will be based on your skills and experience — talk with your Talent Acquisition Partner to learn more.

At Khoros we encourage our employees to be real. In keeping with this philosophy, we appreciate diversity and welcome all qualified applicants regardless of race, religion, sex, age, national origin, sexual orientation, disability, veteran status, genetic information or criminal history. If you feel like you don’t meet all of the requirements for this role, we encourage you to apply anyway. We know confidence levels and imposter syndrome can get in the way sometimes. We don’t want either to get in the way of finding awesome candidates!