● Participate in establishing practices, templates (Statement Of Work (SoW), Project plans, trackers), policies, tools and partnerships to expand and mature these capabilities for the organization.
● Ensure the prime goal of “delivering moments of wow to our customers” is always met.
● Define resource requirements, organize project teams, and ensure projects are staffed with adequate and appropriate resources. Work with team members across time zones and locations.
● Establish and manage communication, escalation, and risk management plans.
● Coordinate and manage site visits, if needed. There may be 10% travel required.
● Monitor and track project progress and work efforts on a daily basis, and report project status to senior management and other stakeholders. This role includes working on multiple projects at a time so experience in using Agile and waterfall methodologies is preferred.
● Coordinate with customer and internal teams to develop work/change SoW documents when needed due to changes in scope, schedules, and dependencies.nce offered by the customer support products - Intercom, Zendesk, Salesforce or Freshdesk platform.
● Communicate clearly with management, customers, sales, and developers to ensure business requirements are translated accurately for implementation.
● Recommend product enhancements and new product opportunities to the Product Management team. Should also check with the product team as per the timelines committed by them.
● Work closely with pre-sales/sales and implementation services to help estimate customer engagements and keep them updated on the latest changes in the process.
● Work closely with Customer Success Managers (CSM) to ensure proper handover after Go-Live is done.
● Work across multiple time zones if needed but primarily on AEST times.
● May require working outside office hours.
● Take on other assigned responsibilities as required.
