Services Project Manager

As a Project Manager, you play an instrumental role on our Professional Services team by driving the successful delivery of packaged and custom implementation engagements by managing all aspects of the customer’s experience. In this role, you will work consultatively with customers to set expectations, plan, communicate, and negotiate project scope, activities, timeline, and budget. Our Project Managers enable teams to implement elegant win-win solutions while creating a streamlined customer experience even when there are many moving parts behind the scenes.

Responsibilities

• Manage all aspects of implementation projects for both packaged and custom configuration and/or integration services for core and enterprise customers.
• Ensure all project records and artifacts reflect customer goals and project scope, as well as updated progress and status.
• Develop an understanding of the Salsify product and our packaged and custom solutions/deliverables in order to advise customers in gathering the required data/requirements needed to configure their Salsify platform and exit implementation successfully.
• Use a streamlined, productive approach with customers to deliver valuable, sustainable solutions that generate customer trust in Salsify.
• Prepare and communicate across Salsify/customer teams to deliver results within packaged and custom project plans. Read project situations to recognize and communicate risk.
• Report on project status to relevant stakeholders both internally and externally, tracking project progress, issues/risks, and mitigation plans.
• Identify conflict and/or change with the customer, including the distinction of what can be self-managed vs. what requires additional support. Collaborate with management to drive resolution, including customer negotiation and alignment.
• Communicate opportunities for additional or different services and navigate internal scoping/replanning processes, with support.
• Assist with new PM onboarding and contribute to PMO repeatable processes and best practices.
• Collaborate with department heads and teams across Salsify—including Customer Success and Support—to identify and schedule the appropriate resources necessary to deliver on all aspects of the project.

Requirements

• You have 3+ years of project management experience in customer-facing, problem-solving positions in fast-paced, high-tech companies; SaaS and SI preferred.
• You are able to maintain command over a higher volume of variably-sized projects of varying contract types (T&M, fixed fee, managed services, etc.) pivoting throughout your day and balancing your time throughout the week to drive both packaged and custom engagements forward on plan.
• You demonstrate solid PMO competencies and behaviours, including plan management for project activities/scope/deliverables/timeline/budget, risk/issue/change management, and comfort and alignment in utilizing a PSA and other tools as a project’s source of truth.
• You are experienced in leading teams to help brands integrate data source systems (PIMs, ERPs, MDMs, DAMs) with digital retailers (Amazon, Walmart, etc.) and eCommerce platforms (SFCC, Shopify, etc.) You are curious to learn about new businesses and industries, and you can quickly grasp and make effective use of industry and a customer’s specific terminology.
• You embrace change as the reality of almost all successful project delivery and love proposing solutions to all sorts of challenges. You are a constant risk/issue/change identifier who coordinates multiple teams to reach resolution.
• You foster great relationships with internal teams and external customers. You are unafraid to address issues head on, knowing the right way to deliver the message with diplomacy, tact, and positivity so that the customer and/or internal team know you are working in their best interest and toward a common goal.
• You work within established processes and tools to navigate projects through all stages of their lifecycle. You work collaboratively with management to resolve complex change management and escalated team dynamics.
• You are comfortable and energized by spending your day interacting with many different people across multiple levels in both internal and customer organizations.

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