Customer Success Project Manager

Summary

ImageTrend, LLC. is dedicated to connecting life’s most important data in the healthcare and emergency response community. The Customer Success Project Manager is responsible for the successful completion of client project initiatives, including planning, execution, and monitoring while interfacing with both 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, as well as participates in all relevant meetings and actions to complete projects assigned
• 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 in an effective and efficient manner
• Plans and executes client facing product transitions
• Plans and executes new product roll outs & product deprecation with appropriate ImageTrend stakeholders
• Designs risk mitigation plans for client service projects assigned
• Optimizes and improves processes and 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
• Travel to orientation, industry or company events, or other onsite meetings as required
• Performs additional duties as assigned

Skills

• 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 is required (PMP)
• Knowledge or experience with ImageTrend products and functions
• Knowledge or familiarity with technical documentation and writing
• Strong analytical & 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, proven ability to succeed in a fast-paced environment and can 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 based on customer and business needs and the location of customers, up to 10%

Qualifications

Must Haves

• 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 is required (PMP)
• Knowledge or experience with ImageTrend products and functions
• Knowledge or familiarity with technical documentation and writing
• Strong analytical & 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, proven ability to succeed in a fast-paced environment and can 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 based on customer and business needs and the location of customers, up to 10%

Benefits

• Bonus
• Benefits
• Perks
• Community gains