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MSC Software · 1 day ago

Senior Manager- Customer Implementations PMO

Davidson, NC

Full-time

Onsite

Senior Level, Lead/Staff

$109K/yr - $172K/yr

10+ years exp

MSC Industrial Supply Co. is a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. The Senior Manager for Customer Implementations PMO is responsible for overseeing the project lifecycle of customer implementations, ensuring smooth transitions and successful adoption of products by coordinating cross-functional teams and managing project timelines, risks, and budgets.

AerospaceAutomotiveEnterprise SoftwareSoftware

No H1B

Responsibilities

Lead the planning and execution of customer implementation projects from initiation to post-implementation support, including defining project scope, timelines, milestones, and deliverables

Collaborate with sales, customer success, and technical teams to gather detailed customer requirements and translate them into actionable project plans

Manage project dependencies, critical paths, and resource allocation to ensure timely delivery

Build and maintain strong relationships with key customer stakeholders throughout the implementation process, including project sponsors, decision-makers, and end-users

Proactively communicate project progress, risks, and potential issues to stakeholders through regular status updates and meetings

Address customer concerns and manage expectations effectively

Identify potential risks early on and develop mitigation strategies to minimize project impact

Proactively escalate critical issues to relevant stakeholders and manage resolution plans

Monitor project performance against key metrics and implement corrective actions when necessary

Assemble and lead cross-functional implementation teams, including project managers, solutions consultants, and customer success representatives

Foster a collaborative team environment, providing guidance, mentorship, and performance feedback to team members

Continuously evaluate and optimize customer implementation processes to improve efficiency, quality, and customer satisfaction

Own the PMO suite of tools within Salesforce environment and develop customer facing reporting on implementation status at the location, division, and enterprise levels

Identify areas for improvement and implement best practices across the PMO

Develop comprehensive project reports and dashboards to track key performance indicators (KPIs) and provide insights into project health and customer satisfaction

Analyze implementation data to identify trends and areas for improvement

Perform all duties inherent in the role of MSC Manager as defined by the MSC Code of Conduct

Drive the MSC Culture in the department and throughout the company to ensure unity of purpose and fulfillment of MSC’s Mission

Participate in special projects and perform additional duties as required

Qualification

PMP certificationCustomer implementation PMOProject management experienceSalesforce proficiencyProject management softwareLeadership skillsCommunication skillsProblem-solving skillsInterpersonal skillsTeam management skills

Required

Bachelor's degree in business, project management, or a related field

PMP, PgMP, or equivalent certification is required

10+ years of experience in project management, with a focus on customer implementations

5+ years experience leading a customer implementation PMO team

5+ years experience in supply chain, sales, or commercial operations

Proven track record of successfully leading and managing large teams and complex projects

Strong customer focus and leadership capabilities to motivate and guide project teams towards successful outcomes

Strong leadership and team management skills, with the ability to motivate and inspire cross-functional teams

Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with customers and stakeholders at all levels within the organization

Proficiency in project management software and tools, such as Microsoft Project, Excel, and Salesforce

Strong problem-solving and decision-making skills, with the ability to think strategically and analytically

Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously