As a member of the Customer Success team, the Customer Success Project Manager is responsible for the customer experience via successful implementation of projects. The Customer Success Project Manager will lead new customer implementations and on- going SOW work by managing both the plan and the cross functional teams assigned to the project. The Customer Success Project Manager need to be able to manage cross-functional teams for small to large projects understanding the Customer needs while keeping in mind Appriss Retail's interests. The person in this role must be proactive and passionate about the customers they serve and be able to understand and direct both business and technical solution product choices - being able to bridge between the customer and Appriss Retail.
Responsibilities
Utilizing their detailed understanding of Appriss Retail's technology and their project management experience, interact with assigned customers to develop implementation plans, coordinate across functional teams to gain buy-in to the schedule and timeline.
Manage complex scope, issues, and risk associated with customer implementations and SOWs. Report status and risk updates across teams, escalating through the Customer Success, Dev Ops and/or Data Ops teams as necessary.
Working with Customer Success Managers, evaluate customer KPIs related to project status.
Utilize lessons learned from customer implementations and SOWs to drive the on- going process improvement for the implementation methodology and SOW standards/templates.
Suggest future product enhancements at Appriss Retail through an understanding of industry trends, emerging technology, and operational insight from working with customers.
Track on-going operational metrics.
Maintain an updated knowledge of Appriss and Appriss Retail software and services.
Identify opportunities for product expansion within customer working with sales and Customer Success Managers to turn these into reality.
Utilize project management skills to support complex internal cross-functional projects in the role of a project manager as assigned.
Coordinate solution development across multiple departments.
Skills & Requirements
Track record of managing large scale projects and/or programs in a technology environment (e.g. Software company).
Superb relationship skills, with the ability to work within all levels of an organization.
Strong written and verbal communication skills with an aptitude to correctly gather facts and memorialize them in the appropriate system.
Be comfortable in an ever changing environment.
Self-direction of day to day activities - collaborating with team members to share best practices and experiences.
Detailed knowledge of the business use of Appriss Retail products.
Exceptional listening skills with the ability to ascertain unspoken needs
Critical thinking and problem-solving skills.
Track record of managing large, complex projects and/or programs.
Exceptional Coordination and time management skills.
Ability to travel required.
5+ years Project management experience, Bachelor Degree or PMO Certification preferred.
