Senior Project Manager

The Clever Consultancy Ltd
Guildford, UK
31 Jul 2019
30 Aug 2019
Contract Type
Full Time
We're looking for a "hands-on" and highly experienced project manager with great experience who will be responsible for devising and implementing strategies for delighting customers.

You'll have entrepreneurial flair and ambition to grow the company with cutting-edge web solutions, and you'll be a confident decision-maker who can balance priorities (and balance workloads). You'll also have a technical project management background and the experience needed to personally lead on high-value and complex projects.

Skills and competenciesRequired
  • Significant experience owning multiple projects (typically 30-40 concurrent) of all sizes, including those involving API-driven integration;
  • Experience of managing, monitoring, and accounting for projects;
  • Proven track record of delivering measurable results on time and against agreed KPIs;
  • Strong track record and experience in people and project management;
  • Commercial awareness;
  • Strong verbal and written communication skills;
  • Ability to prioritise, delegate, and multi-task;
  • Excellent organisation and planning ability;
  • Experience in presenting to both internal and external clients and stakeholders;
  • Commitment to working and communicating proactively across all teams within the company;
  • Process- and deadline-driven, yet a great team player and manager.

Highly Desirable
  • Experience of project management in the public or the commercial sector, ideally for a software solutions vendor;
  • A background in web technology;
  • Experience in customer support and customer excellence;

You'll own the delivery of all customer projects through Project Management Office, customer support, and customer training. You'll also be responsible for ensuring that customers maximise the benefits and value they receive from the broad range of products and services, ultimately leading to customer loyalty and longevity.

You will enjoy the cut-and-thrust of a role with huge variety on a day-to-day basis that combines an almost military level of organisation with the happy extroversion required to communicate with customers about their project progress on a regular basis.

Your focus will be on customer satisfaction, making sure that projects are delivered on time, on budget, and to specification-and making sure that the PMO is oriented toward achieving this at all times. You'll have a great team of project managers and support / training professionals to help make sure that customers have the best experience.

The roleResponsible for all aspects of customer solution delivery and promoting focus on customer service and satisfaction, including:
  • Responsible for all project delivery procedures, processes, systems, and documentation;
  • Acting as lead project manager on high-value, complex, and/or strategic projects;
  • Identifying and managing business risks and issues;
  • Management reporting of solutions delivery and support KPIs, highlighting variances and implementing relevant improvement programmes;
  • Ensuring all implementations are delivered fully tested and delivered on time, approved and fit for purpose;
  • Ensuring all work undertaken drives business profitability and enhances the company portfolio;
  • Departmental resource allocation;
  • Delivering revenue and profitability targets (through effective resource utilisation);
  • Post-implementation and support analysis to improve processes;
  • Responsibility for key internal systems and processes that drive the customer delivery, QA, and support processes;
  • Ensuring all training programmes, resources, and documentation are developed and maintained;
  • Being the powerful voice of the customers inside the business.

Responsible for delivering effective Support & Training, including:
  • Responsible for all implementation and customer support operating procedures and service level agreements;
  • Ensuring all support calls and project communications are responded to, resolved, and their resolutions clearly communicated to the customer meeting or exceeding SLAs;
  • Help ensure zero or minimal attrition within the existing customer base through proactive engagement and non-revenue-focused value-add initiatives;
  • Responsible for any project or support issues that are escalated;
  • Ensure Training given to customers is of a consistently high quality and relevant for the products and features purchased.

Responsible for supporting the business acquisition, including:
  • Work with the Sales team to support the bid / commercial process in quote estimation and sign-off, tender review and responses, and where necessary pre-sales technical meetings;
  • Ensure accurate project management and solution delivery plans, processes, and financials are in place to support bids;
  • Deliver revenue targets both from new projects and the existing customer base;
  • Building relationships at all levels within the customer base and the broader CMS and customer experience management marketplace.

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