Customer Success Project Manager

About the Role

Under the direction of the Implementation Manager, the Customer Success Project Manager is responsible for the successful completion of client project initiatives. This includes initiation, planning, design, execution, monitoring, documentation, controlling, and closure of projects interfacing with internal and external stakeholders.

Responsibilities

• Manages assigned projects with time-bound deliverables, including projects aligned with current and future product offerings.
• Develops comprehensive internal and client-facing project schedules and work plans, and participates in all relevant meetings and actions to complete assigned projects.
• Tracks project performance from initiation through deployment, ensuring milestones are met and keeping internal stakeholders informed.
• Predicts and proactively requests resources needed to reach objectives, while managing resources effectively and efficiently.
• Plans and executes client-facing product transitions, new product rollouts, and product deprecations with appropriate ImageTrend stakeholders.
• Designs risk mitigation plans for assigned client service projects.
• Optimizes and improves processes and the overall approach for existing processes.
• Acts as project manager for smaller products that don’t require full-time management.
• Creates and maintains all required documentation for projects.
• Works with Data Specialists to help plan and coordinate large-scale projects regarding data compliance and quality.
• Travels to orientation, industry or company events, or other onsite meetings as required.
• Performs additional duties as assigned.

Requirements

• Degree or equivalent combination of education and relevant work experience.
• Proven experience working in a technical client services or related position, preferably in a SaaS-based organization within Fire, EMS, or healthcare-related industries.
• Experience in project management, leading technical client implementation projects or another similar role.
• Completed Project Management Certification (PMP) is required.
• Knowledge or experience with ImageTrend products and functions.
• Knowledge or familiarity with technical documentation and writing.
• Strong analytical and critical thinking skills, with excellent attention to detail and problem-solving abilities.
• Strong interpersonal, influencing, and communication skills, both verbal and written.
• Strong time management and organizational skills, with a proven ability to succeed in a fast-paced environment and quickly adjust to changing priorities to meet critical timelines.
• Ability to translate plans into phased action and understanding of the software development lifecycle, preferably using Agile/Scrum methodologies.
• Ability to learn new technologies quickly and proficiency in MS suite, including Office, CRM, and Project tools.
• Ability to maintain discretion when handling proprietary and confidential information.
• Enthusiasm for learning and expanding knowledge or skills.
• Strong work ethic, integrity, honesty, collaboration, and team orientation.
• Ability to travel up to 10% based on customer and business needs.

Pay

The annual base salary range for this full-time role is $80,000 - $100,000 USD + bonus + benefits + perks + community gains. Within the range, individual pay is determined by job-related skills, education or training, and other relevant qualifications.

This role can be performed 100% virtually anywhere in the US while following our Remote Work Policy.