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Customer Success Project Manager

  • Boston, MA
  • Direct Hire
  • Job ID: MA78-2698917

Customer Success Project Manager

Responsibilities:

  • Responsible for project managing the successful deployment and business adoption of the product for customers through all the phases of planning, implementation and support
  • Ensure a smooth onboarding of new customers and ensure maximum value is realized
  • Become subject matter expert on employee engagement & internal communications
  • Develop & enhance project support documentation as required for successful deployment and adoption of our product
  • Delivery of stakeholder presentations as required
  • Close collaboration with Sales, Marketing and Product Development
  • Build and manage strong customer relationships
  • First point of contact for all aspects of your customer
  • Development of professional services offerings that add value for customers – migration / HR pulse surveys / internal communication strategies
  • Translate customer feedback into product direction and strategy as ‘voice of the customer’
  • Manage handover process from sales to ensure customer requirements are understood and delivered
  • Support of sales process as required by providing solution & implementation expertise

Characteristics Needed:

  • Drive, ambition and great positive attitude
  • Excellent communication skills written, verbal, one-to-one, group, formal presentations
  • Able to produce well-structured and clear customer facing documentation and reports
  • Strong competency in Project Management techniques and approaches
  • Excellent relationship builder
  • Ability to communicate technical problems to non-technical people
  • Enable fast decision making to keep track of deadlines and agendas
  • Challenges the status quo and seeks continuous improvement
  • Strong consultancy skills with the ability to identify and promote business benefits to a client
  • Ability to think laterally and strategically
  • Excellent presentation skills at all levels
  • Provide excellent customer service skills – hugely responsive internally and to customers

Performance KPIs:

  • Customer on-boarding success
  • Customer user adoption rates
  • Customer renewal rates
  • Customer satisfaction / NPS
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