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Senior Project Manager, Office of the Customer

4 months ago

Remote, United States HealthEdge Full time

Overview

Position Overview:

We are seeking to hire an Office of the Customer (OOTC) Senior Project Manager to join the Customer Success Operations team and help the OOTC proactively and measurably improve customer results/success while driving a cultural shift to customer obsession and intimacy across HealthEdge.

As an OOTC Senior Project Manager, you will collaborate with Senior Executives, Customer Success Executives and cross-functional teams. You will play a crucial role in driving a large portfolio of targeted initiatives, coordinating project activities, ensuring the achievement of defined customer outcomes. Your role will involve clarifying project scope, milestones, timelines and outcomes, as well as ensuring resources are engaged, risks are known, and Path To Green plans are defined where appropriate.

Additionally, you will be responsible for communicating achievements and challenges to stakeholders in Customer Success, the weekly Account Review, and the twice weekly OOTC meetings. You will also be responsible for capturing and communicating follow-up from the OOTC meetings.

In your deep experience with OOTC initiatives, you will continuously monitor and optimize program effectiveness. You will assess the performance of the program and customer outcomes, and you will tune data, reporting, alerts, and standard playbooks to ensure goals are achieved. As time allows you will help drive Customer Success projects.

About Commercial Excellence:

The HealthEdge Commercial Excellence function includes Sales, Customer Success, and Marketing. These three organizations, combined as the Commercial Excellence function, are responsible for meeting the business's annual and long-term financial objectives, ensuring ongoing customer satisfaction, and increasing HealthEdge brand awareness and market visibility.

Your impact:

* Develop high level project plans, including scope, milestones, and timeline, and ensure adherence to them throughout the project lifecycle.
* Collaborate with cross-functional teams to define project outcomes, resource requirements, and deliverables.
* Monitor project progress and provide regular updates to stakeholders, ensuring effective communication and alignment of expectations.
* Identify and mitigate project risks, and proactively address issues that may arise.
* Facilitate project meetings, ensuring that actions are documented and followed-up on.
* Communicate status, risks, and issues to stakeholders, including senior leadership, and other relevant parties, facilitating escalations when needed.
* Determine completion of interventions by confirming measurable outcomes/results are achieved.
* Continuously assess program performance, including attention to Calls to Action, adherence to standard action plans, and achievement of outcomes. Recommend improvements to tools and best practices where appropriate.
* Ensure compliance with relevant standards, and best practices.

What you bring:

* 7 or more years' experience as a Project Manager, leading and successfully delivering projects on time; experience working within the SaaS industry preferred
* Project Management Professional (PMP) certification required
* Bachelor's degree in Business Administration, Project Management, Information Technology, or related field.
* Experience developing processes, automation
* Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities simultaneously.
* Excellent written and verbal communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders at all levels. Candidate will have proven experience communicating credibly with senior management.
* Working knowledge of software such as Gainsight, Smartsheet, and MS Office Tools.
* Ability to thrive in a dynamic and fast-paced environment, with a proactive and solution-oriented mindset.
* Ability to independently problem solve and reach resolutions to issues and the ability to remain calm under pressure.

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.

Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the US Type of Employment: Full-time, permanent

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

* The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
* Work across multiple time zones in a hybrid or remote work environment.
* Long periods of time sitting and/or standing in front of a computer using video technology.
* May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

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