What this role will be doing:
- Lead the Project Management Office, focusing on client facing technical projects including implementations, pilot, migrations, upgrades etc. that directly impact customer engagement, satisfaction, and success.
- Develop and oversee the execution of project plans that enhance the customer journey from onboarding through ongoing support, integrating key customer enablement strategies.
- Care for the Customer Experience by ensuring low Customer effort, and monitoring the Customer sentiment throughout the journey.
- Enable team of Project Managers, ensuring projects are delivered on time, within scope, and with high satisfaction.
- Collaborate with cross-functional teams, including Technical Experience, Product Management, Sales, Customer Support, and Marketing, to ensure project outcomes align with customer needs and business objectives.
- Drive the adoption and refinement of project management methodologies that specifically cater to customer-facing initiatives, ensuring best practices.
- Establish and monitor performance metrics for customer enablement projects, analyzing outcomes to continuously improve project delivery and customer interactions.
- Act as a key stakeholder in strategic planning sessions, providing insights and recommendations on how to enhance customer engagement through project initiatives.
- Lead change management efforts for customer-centric projects, ensuring that all stakeholders are informed, engaged, and supportive of project goals.
- Maintain and strengthen high-level customer relationships through regular reviews and updates on project progress and outcomes.
- Effectively partner with the Sales organization via the Customer Operations contributor for Statement of Work execution, delivery, presentation and project planning efforts prior to signature.
- Conduct all business in accordance with Intradiem policies and procedures.
- All other duties as assigned.
What this role needs to succeed:
- Bachelor’s degree in Business Administration, Project Management, or a related field.
- 8+ years of experience in project management within a PMO, with a strong focus on customer-related projects and initiatives.
- Demonstrated experience leading PMO teams, with a proven track record of enhancing customer experiences and outcomes.
- Strong leadership and organizational skills, capable of managing multiple projects simultaneously while ensuring effective team performance and project delivery.
- Excellent communication and interpersonal skills, adept at managing stakeholder relationships and team dynamics.
- In-depth knowledge of project management tools and software, ideally with experience in environments that utilize SaaS solutions.
- Proven ability to analyze project outcomes and make data-driven decisions to improve future project implementations and customer satisfaction.
- Experience in managing budgets and resources effectively, aligning project needs with departmental and organizational financial guidelines.