Description:
As a Project Manager on the Post Sales Operations team, you will play an important role in managing high impact projects on behalf of the Post Sales organization. This unique position enables you to collaborate with members from other functional teams in the company, acquire first-hand knowledge and experience of those team’s processes and workflows, and lead internal & cross-functional project teams to deliver excellence through project completion.
You are a seasoned Project Manager who has experience working with post sales teams in fast paced environments and educating business partners on meeting the highest levels of efficiency and adherence. You have experience with contact centers in BPO and/or in house environments, customer success, professional services, and/or customer onboarding/implementation.
What You'll Do
- Manage new initiatives identified by leadership with desired KPI impacts, strategic initiatives that have multiple team impacts, and internal Post Sale projects that span across the Support, Professional Services, Customer Implementation and Customer Success teams.
- Formulate Project Charter Documents and collaborate with stakeholders for signoff and implementation
- Collaborate with cross-functional teams including Product, Customer Success, Professional Services, Marketing, Partnerships, Technical Operations and Enterprise Systems teams on implementations
- Identify project milestones, deliverables and risks
- Collaborate with senior stakeholders and business leaders to align on expectations and success metrics
- Manage trackers, team deliverables, send meeting notes, hold partners accountable and keep leadership updated with risks & solutions
- Executive relationship management and preparing Executive-facing readouts
- Maintain a standardized approach to new projects: Initiating, Defining & planning
- Tracking execution, performance impact & QA checks, project close; post mortem and reporting
- Monitor the impact and value of performance improvement programs, and identifies continuous improvement opportunities
- Collaborate with operational leadership and manages process improvement programs that support various areas of the Post Sale organization
- Maintain project timeline and deliverable schedules
- Establishing effective project communication plans, change management plans, risk management plans and ensuring their execution.
- Lead weekly project meetings for status updates.
- Using multiple streams of softwares for metrics tracking like Salesforce, Tableau or any other software.