Custom Project Manager - Support Services Delivery

• • Project Planning & Execution:

Develop detailed project plans for custom support delivery, defining scope, resources, timelines, and deliverables.

• Client Engagement:

Liaise directly with clients to understand unique support needs, translate requirements into actionable projects, and manage expectations throughout the lifecycle.

• Inventory Management:

Oversee inventory requests and tracking for customer assets, including conducting monthly or quarterly true-ups to ensure accurate inventory records and alignment with customer entitlements.

• Entitlement Support:

Manage customer entitlements, ensuring that support services provided match contracted service levels and entitlements, and resolve discrepancies as necessary.

• Billing and Invoicing of Purchase Orders:

Coordinate billing activities related to support services, including reviewing purchase orders, preparing invoices, and ensuring timely and accurate financial processing.

• Case Management & Escalations:

Review and monitor case management issues, proactively identify potential escalations, and work with support teams to ensure timely resolution and customer satisfaction.

• Cross-functional Coordination:

Collaborate with technical support, engineering, operations, and sales teams to ensure alignment and successful delivery.

• Meeting Leadership & Participation:

Lead and/or actively participate in customer-facing and internal support meetings, providing updates, addressing concerns, and facilitating communication between stakeholders.

• Risk & Issue Management:

Identify risks and issues early, develop mitigation strategies, and resolve challenges swiftly.

• Reporting & Documentation:

Maintain comprehensive documentation, provide regular status updates to stakeholders, and ensure all project artifacts are complete.

• Quality Assurance:

Monitor project output to guarantee delivery meets both company standards and client specifications.

• Continuous Improvement:

Identify opportunities for process improvement and contribute to refining custom support delivery methodologies.

• • • A bachelor's degree in any discipline is preferred; equivalent project management experience may also be considered.
• 2+ years of experience in data analysis and reporting.
• Experience using Salesforce and standard office productivity tools.
• Experience in project management or a related role is preferred.
• A project management certification, such as PMP, PRINCE2, or ITIL, is preferred.
• Advanced English proficiency.
• Strong client-facing skills and the ability to work with multiple stakeholders are preferred.
• Excellent organizational, communication, and problem-solving skills.