The Senior Project Manager will be a key member of the Digital Customer Success team, responsible for managing and overseeing customer onboarding projects. This role requires in-depth knowledge of Jira for project management, the ability to create leadership dashboards for tracking onboarding activities, and expertise in establishing risks and timelines for new customer onboarding. The ideal candidate will have a strong background in project management within a SaaS environment, excellent customer engagement skills, and the ability to work closely with both customers and internal teams.
Responsibilities
Project Management:
Lead and manage customer onboarding projects from initiation to completion, ensuring timely and successful delivery
Utilize Jira for project planning, tracking, and management of all onboarding activities
Develop detailed project plans, including timelines, milestones, and resource allocation.
Leadership Dashboards and Reporting:
Create and maintain leadership dashboards to provide real-time visibility into the status of onboarding projects
Generate comprehensive reports for tracking progress, identifying risks, and highlighting key metrics
Communicate project status, issues, and risks to senior leadership and stakeholders.
Risk Management:
Identify potential risks and obstacles in the onboarding process and develop mitigation strategies
Proactively manage project risks and issues, ensuring timely resolution and minimal impact on project timelines
Establish contingency plans to address unforeseen challenges.
Customer Engagement:
Act as the primary point of contact for customers during the onboarding phase, ensuring clear and effective communication
Collaborate with customers to understand their needs and requirements, ensuring alignment with project goals
Provide exceptional customer service and support throughout the onboarding process
Engage with customer project managers to ensure smooth coordination and execution of onboarding activities.
Cross-Functional Collaboration:
Work closely with Product, Engineering, Sales, and Customer Success teams to ensure seamless integration and execution of onboarding projects
Coordinate with internal teams to allocate resources and ensure project milestones are met
Facilitate regular project meetings and ensure effective communication across all project stakeholders.
Continuous Improvement:
Analyze project performance and identify areas for improvement in the onboarding process
Implement best practices and continuous improvement initiatives to enhance the efficiency and effectiveness of onboarding projects
Stay up-to-date with industry trends and advancements in project management and SaaS onboarding
Requirements
Bachelor's degree in Business, Project Management, Computer Science, or a related field; advanced degree or PMP certification preferred
7+ years Proven experience as a Project Manager in a SaaS or technology company, with a focus on customer onboarding or implementation projects
Expertise in using Jira for project management, including creating and managing dashboards and reports
Strong understanding of project management methodologies and best practices
Excellent communication, interpersonal, and customer service skills
Ability to manage multiple projects simultaneously and work effectively in a fast-paced environment
Experience engaging with customers and customer project managers to ensure project success
100% Onsite at our East Bay or NYC offices
Benefits
401k
Flex Time Off
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Project Management and Information Technology
Industries
Primary and Secondary Education and Non-profit Organizations
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