Strong attention to detail and time-sensitive delivery
Exceptional customer satisfaction focus
Technical aptitude and quick software learning
Empathetic and integrity-driven approach
Team player adept at building internal alignment
Experience in change management for successful rollouts
Proficient in time management and handling multiple tasks
Excellent written and verbal communication skills
Self-motivated with minimal supervision needed
Familiarity with Confluence, Jira, Salesforce, and MS Office
Occasional travel (5-10%) required
Responsibilities
Lead client onboarding implementations and relationship management
Prioritize and oversee tasks for the client services team
Collaborate with various roles for effective project management
Build and maintain strong stakeholder relationships
Adapt project management approaches based on client needs
Serve as a servant leader demonstrating strong leadership qualities
Facilitate transitions from Sales Team to Client Services
Develop and update project management documents for progress tracking
Coordinate requirements gathering with clients and internal teams
Monitor client sentiment and progress throughout projects
Benefits
Opportunity for leadership development
Collaborative team environment
Focus on customer satisfaction and positive impacts
Engagement in continuous learning and professional growth
Exposure to diverse project management challenges
Full Job Description
WhatYou'llDo:
Serve as a pivotal leadership role focused on executing client implementations and fostering strong relationships.
Oversee and prioritize tasks for the client services team, with a focus on clients adopting Foundant's CommunitySuite product.
Manage client onboarding projects in collaboration with various Client Delivery roles.
Build and maintain relationships with key client stakeholders to ensure their goals are met while delivering exceptional customer satisfaction.
Adapt engagement depth and project management approach based on varying project sizes and client needs.
Lead by example and act as a servant leader.
Engage in pre-sales processes to support and manage client onboarding expectations and commitments.
Facilitate a smooth client transition from the Sales Team, ensuring continuity of strong relationships and thorough knowledge transfer from Sales to Client Services.
Cultivate strong and productive relationships with key client contacts, internal team members, and potentially third-party resources where applicable.
Develop, maintain, and update project management documents and systems to support efficient implementation progress.
Build plans with clear milestones, communicate team roles and responsibilities, and hold customers and internal partners accountable to achieving those objectives.
Coordinate requirements gathering efforts, consulting with Product Management, Implementation Team members, and clients.
Maintain active engagement throughout projects, fostering team commitment to results while addressing concerns and facilitating issue resolution to reduce escalations.
Advocate for process improvements and actionable plans to enhance client satisfaction, optimizing internal and external experiences.
Monitor client progress and sentiment, leveraging Foundant systems to document accurately and in a timely manner.
Acquire foundational knowledge of Foundant product offerings to address client inquiries and provide resolutions independently.
Perform other duties as assigned.
WhatYou'llNeed:
BA in relevant professional field.
Two or more years of experience in project management, preferably in an information technology company.
Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time-sensitive approach.
Strong technical aptitude and ability to learn software programs.
Patience, empathy, and integrity, approaching each situation with a fresh outlook and the client's and team's success in mind.
A team player who builds internal alignment and agreement to reach deliverables.
Ability to identify client needs and challenges to help deliver successful outcomes on projects.
Change management experience to ensure the successful rollout of internal team changes.
Excellent time management skills to handle multiple, concurrent tasks and deadlines.
Excellent written and verbal communication skills.
Motivated, enthusiastic self-starter, with the ability to complete tasks with minimal supervision.
Familiarity with software systems: Confluence and Jira; Teams, Salesforce, Zendesk, and MS Office products.
Ability to travel occasionally (approx. 5-10%).
WhatYou'llBring to our Team Dynamics:
Adaptive Achievement: Lead strategic, multifaceted projects and flex between various workstreams successfully.
Productive Collaboration: Exhibit strong interpersonal and communication skills, contributing to effective collaboration with diverse stakeholders.
Service Orientation: Deliver outstanding service by providing honest, well-informed recommendations and solutions for complex needs, while clearly setting expectations by communicating what is possible. Guide clients through significant changes by managing their transitions smoothly, addressing frustrations, and proactively and regularly communicating relevant and accurate information.
Business Insight: Exhibit a full understanding of all business functions, identifying synergies and supporting opportunities to increase efficiencies and impact.
Active Learning: Take on difficult stretch assignments to address tough challenges and increase capabilities.
