Customer Services Project Manager

About the Role

Key Responsibilities

• Manage customer success projects, including planning, execution, and monitoring.
• Review & understand SOWs and project contracts to determine time to deliver and allocate internal and third-party resources.
• Perform systems design review along with sales engineering team.
• Coordinate all activities associated with the timely, accurate, and on-budget completion of projects according to established procedures using tools like Microsoft Project.
• Lead project kickoff meetings among sales, technical engineers, customer resources, technical support management, finance, and third-party resources.
• Maintain effective communication with customers, including change orders, delivery, and on-site visits.
• Provide regular updates to management including project review and customer activities review meetings.
• Review project status weekly to keep it on schedule and financially on track, identify issues, and lead resolution efforts.
• Raise awareness of potential claims, back charges, or large costs affecting the company financially on assigned projects.
• Ensure scope, schedule, cost, or change of terms are handled according to change order procedures.
• Resolve all project-related issues and attend weekly project review meetings.
• Prepare project reports and keep accurate records of project status and activities.
• Monitor and track international logistics, liaising between internal logistics teams and customers.
• Act as a point of contact with customers, addressing inquiries and ensuring needs are met.
• Maintain and develop strong customer relationships to improve perception of service, quality, and responsiveness.
• Respond promptly to customer problems or concerns via phone or email.
• Drive project results to increase Net Promoter Score.
• Collaborate with cross-functional teams to align on customer success strategies.
• Analyze customer data to identify trends and opportunities.
• Help customers obtain ROI reporting and realization.
• Develop and implement processes to enhance customer experience.
• Guide new customers through product setup, training, and initial usage.
• Identify and mitigate potential risks related to customer success projects.
• Communicate effectively with customers, internal teams, and stakeholders.
• Identify and pursue opportunities for upselling and cross-selling.
• Travel to various customer/job sites as required (30% of travel).
• Perform other duties as assigned.

Requirements

• Strong project management skills, including planning, execution, and monitoring.
• Excellent communication and interpersonal skills.
• Customer-centric mindset and a passion for customer satisfaction.
• Ability to collaborate effectively with cross-functional teams.
• Strong analytical skills to interpret customer data and identify trends.
• Problem-solving abilities to address customer issues and find solutions.
• Experience with CRM and other relevant tools.
• Ability to manage multiple projects simultaneously.
• Knowledge of customer success methodologies and best practices.
• Minimum 3-5 years' experience in AV/Video, Video Streaming, Network, and software solutions industry is preferred.
• College degree in computer science or software engineering or 8 years of work experience.
• Experience in management and implementation of value stream mapping of project management and customer success processes.
• Valid and current PMP or CCSM certification is required.
• Able to creatively solve problems and analyze complex problems to generate solutions.
• Able to coordinate internal and external resources for successful project results.
• Effective communication and interaction with employees, clients, and colleagues.
• Troubleshoot and solve project-related issues.
• Understand and maintain project budgets.
• Manage approximately 20 customers with projects.
• Demonstrate time management skills with attention to detail.
• Understand Control Rooms system functionality and installation processes.
• Understand technical and construction documents.
• Proficient with Microsoft Office, MS Teams, SharePoint, Microsoft Project, and MS Visio.
• Spanish speaker (desirable).

Nice to Have

• Spanish language skills.

Qualifications

• College degree in computer science or software engineering or 8 years of work experience.
• Valid and current PMP or CCSM certification.