Note: The job is a remote job and is open to candidates in USA. Ground Support Labs specializes in designing, delivering, and supporting customer experience technology and digital signage solutions. The Technical Project Manager owns technical client onboarding and migrations onto the XEN platform, manages concurrent platform projects, coordinates clients and vendors, and oversees delivery from kickoff through go-live and support hand-off.
Responsibilities
- Own the technical onboarding of new clients and networks onto XEN CMS, XEN Media, and XEN NOC, from kickoff through go-live and hand-off to support
- Plan and execute migrations from third-party or legacy CMS platforms (e.g., Broadsign, Scala, or in-house systems) to XEN, including player conversion, playlist and layout recreation, and cutover scheduling that minimizes on-screen disruption
- Gather and validate client network data: screen inventory, locations, sell sheets, spec sheets, resolutions, dayparts, and loop structures, and load it into the platform accurately using bulk import tools
- Configure and validate media players, network connectivity, content distribution, and monitoring so screens report correctly into XEN NOC before go-live
- Set up campaigns, creatives, and creative scheduling in XEN Media and the CMS, and train client teams (sales, ad ops, traffic) to manage their own inventory, proposals, and campaign scheduling going forward
- Establish proof-of-play, compliance reporting, and programmatic connections (SSP integrations) as part of onboarding where applicable
- Run structured client kickoffs, weekly status cadences, and go-live checklists, with accurate notes, action items, and owners captured and distributed after every session
- Manage the end-to-end project lifecycle of our technology platform offerings
- Create project timelines and ensure commitments against timelines are met; escalate risks early with options rather than after the fact
- Create and/or manage SOWs, user workflows, design guidance, and ensure commitments against functionality deliverables are met
- Coordinate, collaborate, and lead between stakeholders, including internal business units, clients, and vendors
- Act as one of the primary points of contact with clients and hold cadence updates on ongoing progress
- Translate client feature requests and pain points into clear, prioritized requirements for engineering and vendor teams; track them through delivery and confirm outcomes with the client
- Manage day-to-day relationships with platform and development vendors: log defects and feature requests, track SLAs and open tickets, hold vendors to committed dates, and drive workarounds when vendor delivery slips
- Contribute to future product ideas, R&D, and feedback over the course of learnings with our clients and opportunities
- Identify areas of improvement and any risks involved from a competitive, legal, and technical nature
- Create documentation, runbooks, and training for our NOC and support teams to take over support post-go-live, including client-specific configurations, escalation paths, and known issues
- Maintain onboarding templates, checklists, and standard operating procedures so each new client onboarding is faster and more consistent than the last
- Assist in training for our customers
- May be required to work outside of business hours to coordinate with vendors and clients located outside of the United States (e.g., UK, Europe, and Asia time zones)
Skills
- 5+ years of experience in project management, with a track record of running multiple concurrent client-facing technical projects involving different business units, external vendors, and clients
- 5+ years of experience in a customer-facing role; comfortable being the accountable technical contact for a client
- Hands-on technical background: able to work directly in a CMS, configure media players or endpoint devices, read logs, work with APIs and CSV/bulk data, and troubleshoot connectivity and playback issues without waiting for engineering
- Experience onboarding or migrating customers onto a software platform, ideally including data migration and cutover planning
- Well organized with strong time management; able to coordinate and prioritize multiple projects simultaneously without letting details drop
- Communicates effectively, both verbally and in writing, with the ability to summarize complex issues for technical and non-technical audiences, including senior client stakeholders
- Meticulous meeting hygiene: accurate notes, clear action items, awareness of time zones, and professional conduct on client calls and screen shares
- Problem solver and solution-oriented; comfortable working through ambiguity and vendor gaps
- Professional behavior that enhances productivity and promotes teamwork and cooperation with colleagues and clients
- Interfaces effectively with individuals at all levels of the organization and outside the organization
- Experience with digital signage CMS platforms (Navori, Broadsign, Scala, BrightSign, or similar) and DOOH media platforms (ad serving, inventory management, proposal generation, proof-of-play)
- Familiarity with programmatic DOOH (SSPs such as Vistar, Perion, Place Exchange) and industry standards such as VAST
- Working knowledge of SQL, REST APIs, basic scripting, and cloud environments (Azure preferred)
- Understanding of LED/LCD display hardware, media players, and network fundamentals (IP, DNS, firewalls, LTE connectivity)
- Experience working with development vendors and managing sprint-based delivery
- Knowledge of PSA/ticketing and project tools such as ConnectWise or Atlassian (Jira/Confluence)
- PMP, CAPM, or Agile/Scrum certification
- Associate or advanced degree in information technology, computer science, or a related field
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