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Customer Success Project Manager
2 weeks ago
Overview of the Role
The Senior Engagement Manager is a pivotal member of our team, responsible for driving the success of our most complex and high-value customer implementation projects.
Key Responsibilities include:
- Oversight of the delivery of implementation projects for customers, ensuring they exceed expectations and are delivered on time and budget
- Acting as the lead point of contact for customers when they engage with our services
- Building strong relationships with customers at all levels, from administrators to C-suite leaders
- Risk management and problem solving: Identifying potential risks and bottlenecks in project execution and proactively leading on finding and implementing solutions
- Strategic oversight: Providing guidance to ensure projects align with both client objectives and internal goals
- Managing individual project profitability with an understanding of revenue targets and commercial awareness
- Leading commercial discussions with customers to expand existing services engagements
- Supporting pre-sales teams in scoping and shaping future services projects and sharing successful engagement experiences
- Mentoring and supporting junior team members, fostering a culture of continuous improvement and professional growth
Requirements
To be successful in this role, you will need:
- 5+ years experience of project management with technology or software projects
- Experience in customer-facing roles, particularly in consultancy or Professional Services environments
- Demonstrated ability to manage large, complex projects and multiple engagements simultaneously
- Exceptional leadership skills, advanced organisational capabilities, and a proactive approach
- Strong strategic and analytical thinking, good interpersonal skills, and the ability to collaborate with customers and internal teams
- Able and willing to travel up to 20%
Benefits
At our company, we believe in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to come together in person to connect, collaborate, and learn, while also giving our people the flexibility to work remotely part-time. We are an equal opportunity employer, proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace.
Work Environment
We power billions of conversations with brands you know and love. Our software was built to bring a sense of calm to the chaotic world of customer service. We're looking for talented individuals who share our vision and values, and who are passionate about delivering exceptional results.
