Professional Services Principal Project Manager

Cherwell Software   •  


Industry: Technology


11 - 15 years

Posted 173 days ago

This job is no longer available.

Who Will Love This Job

  • 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

Why Cherwell?

  • 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