Customer Project Manager

Responsibilities

Project Delivery and Management

• Lead and manage end - to - end large - scale, multi - vendor, multi - technology, and enterprise - level solution projects, covering requirements, planning, design, testing, control, integration, and transition/closure.
• Provide a clear vision, strategy, and align projects with business objectives, leading by example.
• Ensure alignment and integration of various projects within the portfolio. Agree on and communicate necessary changes to all stakeholders.
• Perform overall project - level planning, manage budgets, define project and PMO structures, develop an overarching roadmap and integrated schedule. Identify stakeholders, establish governance, create a communication plan, set meeting and reporting cadences. Manage issues, risks, changes, and escalations to closure.
• Establish PMI - consistent standards, ensure compliance, and support the use of best - practice delivery frameworks, standards, and methodologies. Provide feedback for continuous process improvement.
• Identify staffing needs and manage vendors and procurement to meet cost, schedule, and quality goals.
• Accurately forecast, track, and report on overall project costs, revenue, and profitability.
• Drive projects to meet or exceed performance metrics. Oversee projects and project managers, mentor and develop team members, and proactively manage efforts for successful outcomes.
• Ensure proper scope and change management processes are followed. Handle change management between the customer, partner, and account teams.
• Add value to both the customer and the organization.
• Lead and support organizational changes and improvements.
• Establish and maintain relationships with stakeholders such as customers, sales teams, service teams, business units, and executives.
• Capture lessons learned and best practices for sharing within the project management community.
• Communicate effectively with executives and stakeholders to identify needs and evaluate alternative business solutions and strategies.
• Identify growth opportunities within the customer environment. Engage with sales partners, develop and present proposals, support scoping, cost modeling, margin analysis, and negotiation of final agreements. Contribute to the evaluation and redesign of service project offerings.
• Elicit stakeholder feedback to measure satisfaction and guide project direction.

Stakeholder Engagement

• Work with senior stakeholders across various internal units including services, sales/account, engineering, development, and product specialists.
• Interface with different levels of stakeholders on the client side to explain project progress, ensure understanding, and execute actions while maintaining client satisfaction.

Requirements

Minimum Qualifications

• A Bachelor’s Degree in Business, Science, or a related field, along with 5+ years of experience managing and leading large/complex projects.
• A professional PMI certification (PMP, PgMP or equivalent) is required, or at least a solid understanding of formal project management methodology from PMI.

Desired Skills

• Adaptability to function well in a highly dynamic environment and bring stability and discipline.
• The ability to remain calm under pressure.
• A project management thought - leader with a strong command of project management competencies.
• Strong leadership capabilities to provide vision and strategic direction to the team.
• High effectiveness in managing conflict and quickly resolving issues between stakeholders to maintain a positive team spirit.
• Extensive systems integration experience involving multiple - vendor solutions and third - party developments.
• Understanding of the software development lifecycle and delivery methodologies, including Agile - based project management frameworks.
• Proficiency in core PMI competencies such as time, cost, and scope management, stakeholder, governance, and communication management, risk management, and quality management.
• ITIL or eTOM knowledge (or equivalent) is desirable.
• Experience in navigating diverse organizational cultures and structures with political acumen.
• Strong negotiation skills, including active listening, interpersonal skills, and careful preparation to reach mutually satisfactory agreements.
• Skills in managing partner and vendor relationships to obtain and maintain high - value partnerships and identify long - term requirements.
• Willingness and ability to travel regularly as needed to build customer relationships and deliver project benefits.
• High proficiency in software tools such as Microsoft Project, Excel, Word, and PowerPoint.
• Consulting capabilities and experience, including the ability to influence C - level executives and navigate complex political landscapes.
• Understanding of the holistic needs for executing collaboration - specific projects, such as migration activities, operational readiness, and adoption.