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Customer Projects Manager
3 months ago
As a Project Manager at EnterpriseAlumni, you’re not just a coordinator—you’re a visionary. You’ll be the go-to expert for all things project-related, from planning and execution to monitoring and closure. You’re not just managing tasks; you’re creating strategies that will revolutionize how our customers interact with our platform. Your project management acumen will be the secret ingredient that turns complex challenges into seamless experiences.
You’ll be the bridge between our team and our clients, translating project goals into real-world impact. Your role is crucial in ensuring that our projects not only meet but exceed our clients’ wildest expectations. If you’re a detail-oriented problem solver who loves turning challenges into opportunities and has good technical understanding, then this is your chance to shine. Let’s build something extraordinary together
About EnterpriseAlumni
EnterpriseAlumni isn’t your average software company. We’re the market-leading provider of Alumni Management software, helping giants like Nike,LinkedIn, JPMorgan, and PwC stay connected with their Alumni. Our platform is a powerhouse, driving recruiting efforts, sales opportunities, and brand advocates back into our clients’ organizations. But we’re not all business. We believe in work-life balance, celebrating our successes, and a culture of collaboration, respect, and a bit of fun
About the Role
We are looking for a technically confident Project Manager to support our customers all the way from project conception to go-live of their alumni engagement platform and/or branded mobile app. The successful candidate will be solutions-focused with excellent stakeholder management, communications and project management skills and has gathered experience in the SaaS environment. An attention to detail along with the ability to comprehend and explain technical concepts to non-technical people is essential.The role reports to Head of Customer Projects and sits in the wider Customer Operations Team. The Customer Projects Manager is primarily responsible for end-to-end customer project implementations collaborating with the Sales and dedicated Launch Team.
Adding value to the customer: You will work directly with customers from the inception of their alumni program through to launch and beyond, guiding them through a strategic implementation process as they make decisions and build out their platform and/or branded mobile app. After launch, you help facilitate a smooth handover to our Customer Success, Customer Support and Customer Data teams.
Adding value to the team: Internally, you act as the voice of the customer to the product and engineering teams, while collaborating with customer operations colleagues and reporting back to business leadership. You need to be able to operate within controls and compliance protocols with the ability to deliver for customers while maintaining organizational procedures and integrity. Through your intrapreneurial spirit and continuous improvement mindset you work with the Customer Projects and wider EA teams to further develop and improve our
internal and external processes.
What You'll Do:
- Manage projects effectively to deliver on-time, while maintaining consistent communication with customer to ensure project
alignment.
- Develop and manage a detailed project schedule and work plan (agile, waterfall and anything in between).
- Own product implementation and configurations for simultaneous customer engagements to contract specifications.
- Establish strong relationships with key customer stakeholders and maintain consistent lines of communication to drive high customer
satisfaction.
- Partner with sales, launch and customer operations teams to align customer goals and strategy to product deliverables.
- Provide multi-faced support to customers including resolving problems, explaining products and services, training on use of software, configuration of software, and troubleshooting.
- Maintain working knowledge of an ever-evolving software solution as a product expert.
- Communicate effectively with technical and non-technical roles in Product, Development, Sales, Engineering and Customer Operations.
- Collaborate with a customer as well as internal Launch Team and Head of Customer Projects, to keep all projects on track.
- Proactively review, improve, and document project implementation guides, delivery processes, customer onboarding flows, and
implementation templates on Asana.
- Manage projects within Asana, while also preparing key performance indicators (KPIs) and user-friendly reports and dashboards. Proficiency in Asana, Jira, or similar project management tools beneficial.
- Apply best practice project management methodologies, including agile, Scrum, Kanban Board, and waterfall, as needed.
- Suggest enhancements for the EA platform and mobile app based on lessons learned during customer onboarding and project implementation.
- Facilitate the handover of the customer project implementation to Customer Success, Customer Support and Customer Data.
- Comfort in working with high-profile customers, experience managing projects with multiple stakeholders.
- Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress.
- Utilize industry best practices, techniques, and standards throughout the entire project execution.
- Measure project performance to identify areas for improvement.
- Work as part of our global Customer Operations team interacting with customers and colleagues across various time zones.
What We're Looking For:
- Bachelor's degree in Business, Computer Science, Project Management, or related field would be a plus.
- Must have worked for a B2B technology company, preferably SaaS.
- Must have 2+ years solid project management skills (agile and waterfall) –certification(s) would be a plus.
- Experience working with online project management tools – Asana and Jira would be plus.
- Strong project & time management, organizational, and prioritization skills.
- 3+ years of relevant work experience in customer-facing projects.
- Excellent verbal and written communication skills; you'll be on the phone with and emailing customers every day.
- Ability to collaborate with and international teams and internal stakeholders; influencing without authority.
- Comfort in working with high-profile international customers, experience managing projects with multiple stakeholders.
- Ability to comprehend and explain technical concepts and solutions, especially to non-technical people.
- An obsession with providing the best-in-class customer service and experience.
- Excellent analytical and problem-solving abilities.
- Strong interpersonal skills (in person and virtually) and extremely resourceful.
- Ability to work collaboratively in a fast-paced environment.
- Strong familiarity with project management software tools, methodologies, and best practices.
remote work
