A customer advocate: You are dedicated to meeting the expectations and requirements of internal and external customers. You go above and beyond to get first-hand customer information and use it for improvements in products and services. You always act with customers in mind, and establish and maintain effective relationships with customers and gain their trust and respect.
Someone who perseveres: You pursue everything with energy, drive, and a need to finish. You seldom give up before finishing, especially in the face of resistance or setbacks.
A planner: You accurately scope out the length and difficulty of tasks and projects. You set objectives and goals and break down work into process steps in order to reach your goals. You have experience developing schedules and task/people assignments, and you can anticipate for and adjust for problems and roadblocks. At the end of a project, you measure performance against goals and evaluate results.
A self-starter: You own your assignments and carry them out with limited direction. You know how to prioritize the criticality of both user and needs. Using your expertise, you conduct triage of incidents and/or service requests and escalate as appropriate.
A learner: You learn quickly and maintain a diverse workload in a fast-paced environment
What You'll Do
Ensure the success of every Professional Services engagement, whether delivered by Cherwell direct consulting resources or by an accredited Partner. Having Professional Services experience is key to this role
Manages the entire Cherwell Professional Services Implementation lifecycle, from the time a new customer is handed off from Sales to Professional Services through customer validation and hand-off to Support. Must be experienced in software cycle from start to finish.
Consistently meet or exceed delivery targets with high levels of customer and consultant satisfaction through regular communication with customers and Cherwell staff
Familiar with best practices in project management and stays abreast of tools and processes to improve the efficiency and effectiveness of the Cherwell Professional Services practice.
Responsible for successfully delivering ITSM (IT Service Management) customer implementation and enhancement projects. ITSM experience will put you at the "top of the class".
Ensure Cherwell Professional Services resources, both direct and partner, are properly scheduled to meet or exceed delivery targets and customer satisfaction
Manage the Professional Services Schedule
Schedule and facilitate communications between customers, partners, and Cherwell Software staff
Monitor and report on project health and status for all projects
Provide accurate and timely metrics and data to drive dashboards related to project health and resource availability
Ensure all documentation related to an engagement is maintained online and is current and accessible to all Cherwell staff who have a need for access
Escalation handling and resolution
Drive improvement in Professional Services processes and customer satisfaction
What You Must Have
10+ years experience in software project management
8+ years experience in a Professional Services organization for a software company
6+ years experience in ITSM Product Management
10+ years of business relationship management
Agile/Scrum certification and/or experience
Expertise in best practices in project management; PMBOK (Project Management Body of Knowledge) or PRINCE2
PMP or PRINCE2 certification
Able to manage priorities in a fast-paced, dynamic technical environment
Demonstrated excellent oral and written communication skills with a variety of audiences from technical to senior management
Stellar organizational and time management skills
Excellent Microsoft Office skills
Willing and able to travel up to 30% to customer sites in Eastern Region
Nice to Have
6+ years of management/leadership
PMO practices and PM management
ITIL certification (v3 or later) Foundation level
Cherwell ITSM product knowledge
Lives in Eastern USA
You like working with intelligent and driven colleagues
You would enjoy working for a fast-growing software company
Bragging rights – check out our awards!
We’re a fun, close-knit team
We have a fast-paced, exciting work environment
We offer a competitive salary and benefits package, including health, dental, vision, and other benefits
PTO plan to provide work-life balance
401(k) with employer matching program
Commuter perks for some locations
Paid community service day and philanthropy projects
Our work environments vary by location; however, we believe in offering amenities and fun activities to fuel our energy. You may find fully stocked micro kitchens, standing/sitting desks, free onsite gym, basketball and volleyball courts, ping pong, videogames, shuffleboard, and darts.
Fun group competitions, team outings, and new hire lunches with the CEO