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EnterpriseAlumni · 3 weeks ago

Customer Implementation Project Manager (NJ)

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

EnterpriseAlumni is a market-leading provider of Alumni Management software, helping organizations connect with their alumni. The Customer Implementation Project Manager will guide customers through the implementation of their alumni engagement platform, ensuring a successful launch and ongoing support.

AlumniCollaborationCommunitiesEnterprise SoftwareHuman ResourcesInformation TechnologyInternetRecruitingSaaSSearch Engine

Growth Opportunities

Responsibilities

Manage projects effectively to deliver on-time, while maintaining consistent communication with customer

Oversee all customer projects, such as integrations, custom apps, data migrations and special projects

Liaise and collaborate with product, engineering and the program office to co-ordinate the work required to fulfill the project

Develop and manage a detailed project schedule and work plan (agile)

Comfort in working with high-profile customers, experience managing projects with multiple stakeholders

Own customer initialization - instructing the possibilities of the platform to deliver best solutions for their needs, end to end activation process

Own product implementation and configurations for simultaneous customer engagements to contract specifications

Establish strong relationships with key customer stakeholders and maintain consistent lines of communication to drive high customer satisfaction

Configure the platform based on customer-specific requirements and business needs

Organize and deliver training sessions during customer onboarding, with a focus on platform overview and the Admin section

Coordinate and support User Acceptance Testing (UAT) to ensure the successful validation of configured features and workflows

Identify, track, and resolve configuration issues or software bugs prior to go-live

Provide support during the go-live and post-go-live phases, addressing ongoing issues and ensuring a smooth customer transition

Monitor, respond to, and escalate incidents in staging and production environments, as necessary

Partner with sales and customer success teams to align customer goals and strategy to product deliverables

Provide multi-faced support both to customers and internal teams, including resolving problems, explaining products and services, training on use of software, configuration of software, and troubleshooting

Maintain working knowledge of an ever-evolving software solution as a product expert

Communicate effectively with technical and non-technical roles in Product, Development, Sales, Solutions, and Customer Success

Serve as a product expert by maintaining up-to-date knowledge of evolving software features, services, and systems

Qualification

Customer onboardingSaaS experienceProject managementAgile certificationJIRAStakeholder managementTechnical comprehensionCustomer serviceCommunication skills