Note: The job is a remote job and is open to candidates in USA. Foundant is a company that empowers mission-driven organizations with comprehensive software solutions. The Project Manager will oversee client implementations, manage onboarding projects, and build relationships with key stakeholders to ensure exceptional customer satisfaction.
Responsibilities
- Serve as a pivotal leadership role focused on executing client implementations and fostering strong relationships
- Oversee and prioritize tasks for the client services team, with a focus on clients adopting Foundant's CommunitySuite product
- Manage client onboarding projects in collaboration with various Client Delivery roles
- Build and maintain relationships with key client stakeholders to ensure their goals are met while delivering exceptional customer satisfaction
- Adapt engagement depth and project management approach based on varying project sizes and client needs
- Lead by example and act as a servant leader
- Engage in pre-sales processes to support and manage client onboarding expectations and commitments
- Facilitate a smooth client transition from the Sales Team, ensuring continuity of strong relationships and thorough knowledge transfer from Sales to Client Services
- Cultivate strong and productive relationships with key client contacts, internal team members, and potentially third-party resources where applicable
- Develop, maintain, and update project management documents and systems to support efficient implementation progress
- Build plans with clear milestones, communicate team roles and responsibilities, and hold customers and internal partners accountable to achieving those objectives
- Coordinate requirements gathering efforts, consulting with Product Management, Implementation Team members, and clients
- Maintain active engagement throughout projects, fostering team commitment to results while addressing concerns and facilitating issue resolution to reduce escalations
- Advocate for process improvements and actionable plans to enhance client satisfaction, optimizing internal and external experiences
- Monitor client progress and sentiment, leveraging Foundant systems to document accurately and in a timely manner
- Acquire foundational knowledge of Foundant product offerings to address client inquiries and provide resolutions independently
- Perform other duties as assigned
Skills
- BA in relevant professional field
- Two or more years of experience in project management, preferably in an information technology company
- Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time-sensitive approach
- Exceptional customer satisfaction driven approach
- Strong technical aptitude and ability to learn software programs
- Patience, empathy, and integrity, approaching each situation with a fresh outlook and the client's and team's success in mind
- A team player who builds internal alignment and agreement to reach deliverables
- Ability to identify client needs and challenges to help deliver successful outcomes on projects
- Change management experience to ensure the successful rollout of internal team changes
- Excellent time management skills to handle multiple, concurrent tasks and deadlines
- Excellent written and verbal communication skills
- Motivated, enthusiastic self-starter, with the ability to complete tasks with minimal supervision
- Familiarity with software systems: Confluence and Jira; Teams, Salesforce, Zendesk, and MS Office products
- Ability to travel occasionally (approx. 5-10%)
Benefits
- Tuition reimbursement
- Lifestyle reimbursements
- Bespoke mindfulness and fitness initiatives
- Flexible PTO policy
- Professional and personal development
- Opportunities to grow your career
- Exploring new roles, leadership opportunities, or shifting to a different department
- Internal mobility to help you achieve your career goals
- Autonomy and responsibility, empowering you to approach your work creatively and independently
- Employee recognition
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