- Lead the successful execution of customer implementation and enhancement projects from initiation through delivery.
- Develop and manage detailed project plans, timelines, and budgets.
- Coordinate cross-functional teams—including Product, Engineering, and Customer Success—to ensure alignment on scope and deliverables.
- Act as a key point of contact for customer stakeholders, providing proactive communication and managing expectations throughout the project lifecycle.
- Identify and manage risks, issues, and dependencies; escalate and resolve when needed.
- Track project performance against goals and deliver regular status reports to internal and external stakeholders.
- Orchestrate UAT, performance testing, and readiness reviews; ensure defects are prioritized and resolved to exit criteria.
- Drive change management: training plans, stakeholder communications, SOP updates, and post-go-live hypercare.
- Manage contracts/SOWs, baselines, and change requests; track burn, invoicing milestones, and margin.
- Apply project management methodologies and best practices to drive process efficiency and consistency across the CX organization.
Project ManagementJiraRisk Management+2 more