Senior PS Project Manager

We are seeking a Senior Professional Services (PS) Project Manager with experience driving software implementation programs in the enterprise SaaS space. 

In this role, you will focus on executing day-to-day management of assigned projects, including planning, tracking, risk mitigation, and communication. The person in this role ensures delivery of value to our customers by coordinating our cross-functional service delivery efforts, maintaining situational awareness of current project status at both the strategic and detail level and communicating clearly and consistently with stakeholders and upper management. 

The Sr. PS Project Manager is a vital member of the PS team managing the day-to-day operations of key customer projects with responsibility for tracking project status and profitability, coordinating project resources, and managing client expectations. In this role, you will be the primary interface with the customer to manage the triple constraints (schedule, scope, budget), learning the client's business and expanding the reach and visibility of SuccessKPI into the account. Responsible for all assigned SuccessKPI resources, including sub-contractors. Manages all financial aspects of the project, including forecasting and revenue recognition.

Essential to our vision of inspiring and enabling next-generation customer experience is building trust with our customers and partners. As the project leader, you will make that possible.

Job Location: Remote - (US EAST - Preference given to those located in driving distance to the VA/DC area.

Why work for SuccessKPI:   

• Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work   
• Opportunity to work for a fast-growth global company in the rapidly growing analytics space   
• Opportunity for career development and growth opportunities as we grow and scale   
• Opportunity to build industry relationships and work alongside seasoned industry experts  
• Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day - YOU HAVE A VOICE AT SUCCESSKPI! 

What You’ll Bring 

• Minimum 7 years of relevant experience in the enterprise software industry, ideally in the contact center, CRM, or telecommunications market. PMP preferred, not required.
• Proven project management experience in complex IT solutions, preferably service delivery
• Ability to take the initiative, troubleshoot, build relationships, develop a team, and gain support across functions
• Ability to work unsupervised and in a proactive manner, with a sense of urgency
• Proven ability to work under pressure both within a team and on your own
• Expert in the use of project management software tools and the Microsoft Office product suite
• Experience with Jira, Salesforce, and Smartsheet a plus
• Practical experience in implementation engagements, large-scale systems integrations, vendor, and consultant management
• Strong familiarity with software project management methodologies and best practices
• Excellent analysis, problem-solving, team-, conflict-, and time-management skills
• Ability to manage medium-to-high-risk, high-complexity projects independently
• Knowledge of the company's products and services
• Adept with negotiation techniques to reach an agreement despite widely differing viewpoints
• Consistently able to set clear expectations, manage team performance, and build high morale among team members
• Successfully maintain confidentiality and carry out assignments that are sensitive in nature
• Must exhibit fluent English-language verbal and written communication skills
• Must exhibit strong interpersonal skills

What You’ll Do 

• Determine and define project scope and objectives that deliver customer value 
• Develop and manage a detailed project schedule and working plan
• Facilitate and manage complex, cross-functional, cross-business projects to completion 
• Provide project updates on a consistent basis to various stakeholders including strategy, adjustments, and progress 
• Track project timelines and costs to meet targets 
• Follow standard PS operational processes and guidelines
• Achieve customer satisfaction goals
• Utilize industry best practices, techniques, and standards throughout the entire project
• Measure project performance to identify areas for improvement
• Maintain close links with other functions in the Customer Success division and other departments, especially sales, pre-sales, support, and education
• Maintain good relationships with clients, partners, and third-party vendors
• Provide feedback for the continuous incremental improvement of our processes