Senior Customer Success Project Manager

ImageTrend, Inc. is dedicated to connecting life’s most important data in the healthcare and emergency response community. The Senior Customer Success Project Manager is responsible for the successful completion of complex client project initiatives, managing project performance from initiation through deployment, and ensuring alignment with business and customer outcomes.

Responsibilities:

• Manages assigned projects with time-bound deliverables including projects with high levels of complexity, assigned to key clients, or aligned with current and future product offerings
• Define, develops, and governs comprehensive internal and client facing project schedules and work plans, as well as helps facilitate or participate in all relevant meetings and actions to complete projects assigned
• Owns end to end project performance from initiation through deployment, ensuring milestones are met and keeping internal stakeholders informed
• Predicts and proactively requests resources needed to reach objectives, while managing resources in an effective and efficient manner
• Directs and executes client-facing product transitions, ensuring minimal disruption, strong adoption, and alignment with business and customer outcomes
• Plans and executes new product roll outs & product deprecation with appropriate ImageTrend stakeholders
• Identifies, assesses, and mitigates project risks, designing and implementing proactive risk management and contingency strategies for assigned client service initiatives
• Supports leadership to understand and address team resourcing needs, and optimizes and improves processes and overall approach for existing processes
• Serves as project manager for smaller products that don’t require full-time management and provides project assistance or coaching to other colleagues on the team as assigned
• Establishes and maintains comprehensive project documentation, ensuring accuracy, compliance, transparency, and knowledge transfer across teams
• Partners with Data Specialists to plan and coordinate large-scale data initiatives, ensuring data quality, compliance, and alignment with regulatory and organizational standards
• Travel to orientation, industry or company events, or other onsite meetings as required
• Performs additional duties as assigned

Requirements:

• Degree or equivalent combination of education and relevant work experience
• Extensive, proven experience working in a technical client services or related position, preferably in a SaaS-based organization within Fire, EMS, or healthcare related industries
• Established experience in project management, leading complex technical implementation projects for key clients or another similar role
• Completed Project Management Certification (PMP)
• Demonstrated experience working across a portfolio of enterprise software products, with a strong understanding of product functionality, integrations, and client use cases
• Experience with technical documentation and writing
• Excellent analytical & critical thinking skills, with excellent attention to detail and problem-solving abilities
• Excellent interpersonal, influencing, presentation and communication skills, both verbal and written
• Excellent time management and organizational skills, proven ability to succeed in a fast-paced environment and can quickly adjust to changing priorities to meet critical timelines
• Ability to translate plans into phased action and understanding of the software development lifecycle, preferably using Agile/Scrum methodologies
• Strong ability to learn new technologies quickly and proficiency in MS suite, including Office, CRM and Project tools
• Strong ability to optimize processes and apply best practices to improve organizational results
• Proven experience coaching or mentoring colleagues to improve and develop their skillsets
• Ability to maintain discretion when handling proprietary and confidential information
• Enthusiasm for learning and expanding knowledge or skills
• Strong work ethic, integrity, honesty, collaboration and team orientation
• Ability to travel based on customer and business needs and the location of customers, up to 10%