Reporting to Project Management Team Leader, the Project Manager is responsible for the day-to-day management of customer projects, ensuring a customer-focused approach aligned with the company's culture and goals.
The Project Manager oversees the full implementation of new orders and upgrades, ensuring they are completed on time and within budget.
Job Responsibilities:
1. Deliver exceptional Professional Services through effective operational service management.
2. Proactively identify and resolve issues to prevent impact on customers and delivery times.
3. Establish strong working relationships with the professional services, development, sales, support, and finance teams to ensure project success and customer satisfaction.
4. Assist with forecasting and revenue recognition in collaboration with the Project Management Team Leader, contributing to relevant reports.
5. Ensure timely delivery of product implementations.
6. Monitor customer satisfaction through surveys and feedback systems, aiming to meet installation satisfaction targets.
7. Participate in customer-facing events and user groups across the UK as needed.
8. Promote continuous improvement within the Professional Services team and monitor performance indicators.
Job Qualifications:
* Knowledge of common MIS interfaces (e.g., SIMS, SEEMIS, Arbor).
* Project management qualifications (e.g., PRINCE2) are advantageous.
* Proficiency in Microsoft Office.
* Ability to perform remote work independently and support colleagues in complex remote tasks.
* Experience in managing multiple projects simultaneously to high standards.
Personal Characteristics:
* Motivator with a track record of achieving goals and driving results.
* Passionate about delivering excellent customer service.
* Calm, approachable, and clear under pressure.
* Organized with meticulous attention to detail and influential skills.
* Strong communication skills, both written and oral.
* Relationship builder capable of achieving results.
* Empathetic towards non-technical customers in a fast-paced environment.
* Team player, adaptable to hands-on and strategic roles.
Job Goals / Metrics:
* Aim for a personal Professional Services ratio of 2:1.
* Achieve monthly departmental targets.
* Implement post-installation surveys and improve processes based on feedback.
Business Unit:
CRB Cunninghams
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