What you’ll do

Project Management:

• Accountable for the successful execution, management, and delivery of customer projects, ensuring adherence to scope and schedule.
• Creates, maintains and updates project plans, tracking all tasks, milestones, risks, and issues throughout the delivery process.
• Manages and owns all projects for four customers.
• Takes full ownership of a number of customer projects, managing all aspects of these projects from initiation to completion.

Customer Relationship Management:

• Leads all customer communication, fostering a close working relationship.
• Serves as the primary point of contact for customer inquiries and concerns.
• Tracks customer-facing tasks to ensure visibility and accountability.
• Provides innovative and effective solutions to address challenges encountered during project execution.

Technical Understanding:

• Understanding of all the Use Cases of the Everseen software.
• Ability to guide customers through the Use Cases and user acceptance tests.

Stakeholder Collaboration:

• Collaborates cross-functionally to deliver projects within agreed scope and timelines, engaging with internal teams such as product development, implementation, and customer support.
• Works closely with the Sales team and senior members of the delivery team to manage customer expectations regarding project delivery, providing regular updates on project progress.

Reporting and Communication:

• Coordinates all reporting with sales, customer success and data teams.
• Access historical project data to facilitate accurate forecasting and decision-making.

Technical Coordination:

• Assists with coordinating system performance analysis with technical and data teams, ensuring the successful integration and functionality of customer systems.
• Creates and coordinate Jira tickets to track project tasks internally across delivery and other departments, maintaining project updates in Salesforce.
• Utilizes technical expertise to translate customer requirements into actionable features for technical teams.

Deployment Management, Feature Testing and Feedback Integration:

• Assists with the management ongoing deployments and upgrades, integrating them seamlessly into existing projects. 
• Ensures deployments are completed on time and within scope.
• Collaborates with customers to test and validate new features, gathering feedback for improvement.
• Works closely with Product Teams to incorporate customer feedback into product development.

Collaborating With

• Everseen’s Sales Team, Product team, and Engineering Team, our customers and our employees

Profile and Skills

• 3+ Years  experience in a similar customer delivery role.

• Demonstrates ability to effectively manage multiple complex projects simultaneously, ensuring timely delivery and meeting project objectives.

• Familiarity with Agile/Scrum tools like JIRA, providing an advantage in managing projects within dynamic and iterative environments.

• Indepth understanding of the Everseen solutions.

• Proactive self-starter with the capacity to engage in multiple initiatives concurrently.
• Adaptable to changing project requirements and able to anticipate and address potential issues promptly.

• Keen interest in Everseen's technology solutions, comfortable discussing them at a high level, and staying updated with the latest developments.

• Demonstrates initiative, drive, and self-motivation in taking full ownership of projects, ensuring accountability for project outcomes, and fostering a no-blame culture conducive to continuous improvement.

• Possesses in-depth problem-solving skills and exercises good judgment, capable of navigating and resolving complex situations effectively.
• Highly organized with excellent organizational skills and meticulous attention to detail, ensuring accuracy and precision in project execution and documentation.

• Willing to travel as needed for client meetings, project kick-offs, or other project-related activities.

Education

• Bachelors degree or equivalent is preferred.

Scope & Influence (Span of Control)

• Works without guidance and serves as a functional expert and career advisor for individuals in bands 4, 5, and 6.
• Manages complex projects and interacts with other departments.
• Possesses some independent decision-making authority.

Complexity & Decision Making

• Works on problems of diverse scope and calls upon multiple known practices and procedures to solve problems when in unknown territory.
• Exercises judgment within defined procedures and practices to resolve day-to-day problems.
• Builds productive internal/external working relationships.

Company Competencies

Communication & Collaboration

• Develops meaningful relationships with key stakeholders internally and externally regardless of level to achieve business goals.
• Manages conflict and hard conversations directly and with maturity.

Impact / Acting Strategically

• Drives strategic and business-critical initiatives that have measurable impact on the company.
• Anticipates risks ahead of time, and plans mitigation steps alongside recommended solutions.

Customer Focus

• Takes responsibility for resolving customers’ problem and escalate appropriately.
• Puts customers first.
• Keeps customers informed and communicates effectively regarding any difficulties.
• Exchanges ideas and information effectively and looks for ways to improve service.

Innovation

• Looks beyond obvious solutions. 
• Observes opportunities and translates them into benefits for the company. 
• Cultivates innovation and seeks out learning to stay ahead of the curve. Independently, studies and develops new ideas and proposals.
• Open to change, shows curiosity and interest when learning new topics.
• Learns quickly when facing new challenges or problems.
• Works effectively in teams to generate and refine ideas, incorporating feedback and diverse perspectives.

Team Player

• Shares knowledge and expertise to help others develop their skills and capabilities.
• Fosters a collaborative and inclusive team environment that encourages learning and growth.
• Collaborates with team members to implement initiatives that drive organizational success.

• Handles several activities at one time with no loss of control, adjusting schedules to take account of changing priorities.
• Works on utilising learned skills to solve problem and improve processes.