Program / Project Manager – Customer Onboarding

The Onboarding Project Manager is a key member of the Customer Success team. The primary responsibility of this position is to lead program implementation and software deployments for small to large scale customers and ensure a smooth customer onboarding in support of customer goals.

Responsibilities

  • This position requires strong customer facing skills to manage implementation resources and to provide value added training and consulting services while managing customer engagements.

 

  • Work with customers to clearly understand their business needs and to design programs using Rallyware offerings to accomplish their business goals and objectives.
  • Based on program design, define the scope of the implementation project and develop a detailed project plan.
  • Clearly break down complex projects into identifiable work streams and build well-structured project plans.
  • Precisely manage project timelines and scope, accurately assess and mitigate risks to ensure successful project launch.
  • Facilitate working sessions and meetings required to drive customer requirements, communicate status and/or support risk mitigation strategies.
  • Exhibit excellent communication and leadership skills to establish a common understanding of project timelines, milestones, and delivery expectations.
  • Create training curriculum based on customer needs and product features.
  • Incorporate motivating, creative, and interactive training techniques to enhance the training experience, in an effort to maximize customer use and improve retention.
  • Work with internal resources to update/create end-user online self-directed training materials.
  • Acquire detailed knowledge of the Rallyware products and solutions and act as the trusted advisor to customers.
  • Summarize and report on project status for internal management.
  • Make sure that all members of the Rallyware team are engaged and focused on our customers’ ultimate objectives.

Required Skills and Qualifications

  • Bachelor’s degree, 5+ years of relevant business experience in a fast-paced SaaS technology, digital agency, or strategy consulting environment.
  • Background in information technology, software, B2B service/relationship management
  • Full software implementation life cycle experience.
  • Ability to collaborate with internal and external clients to define project requirements and expectations.
  • Proven ability to manage projects, take charge and meet deadlines.
  • Ability to understand complex solutions and concisely articulate the value propositions in such a way that is easily understood by target audiences.
  • Excellent analytical and problem solving skills
  • Ability to communicate extremely well both orally and in writing and deliver stand-up and online presentations to internal and external audiences.
  • Ability to manage customer expectations in complex situations as well as align best practices.
  • Strong organizational, leadership and interpersonal skills
  • Ability to wear multiple hats (Project Manager, Training Manager, Program Content Developer, and Consultant).
  • Ability to manage multiple customers and projects/tasks simultaneously.
  • Must be able to develop materials that depict examples of our software solutions.
  • Travel to customer sites as required.

 

  • Location: Flexible
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