Project Manager II
As a Project Manager within our global Customer Success team, you are the engine behind efficient onboarding and long-term scalability. You will lead Professional Services engagements and oversee enterprise customer onboardings, specifically those involving intricate use cases or large-scale migrations.
What you’ll do:
Project Execution & Delivery
Lead Professional Services (PS) Engagements: Drive rapid platform adoption by delivering projects against a defined Statements of Work (SOW).
End-to-End Project Management: Own timelines, communications, and change management from kickoff through User Acceptance Testing (UAT) and project closure.
Navigate Ambiguity: Proactively identify and unblock technical blockers for customers and engineers.
Reporting & Risk Mitigation: Compile tailored progress reports to communicate key insights and risks to both internal and external stakeholders.
Customer Strategy & Success
Customer Onboarding: Partner with Customer Success Managers (CSMs) and Forward Deployed Engineers (FDEs) to lead proactive, prescriptive onboarding for Enterprise-level customers.
Growth & Expansion: Work closely with customers as they scale, ensuring they successfully migrate and expand their use cases on the platform.
Health & Success Planning: Collaborate with CSMs to audit account health and develop actionable, measurable success plans.
Stakeholder Management: Diplomatically navigate conflicting priorities to align diverse stakeholders toward a common goal.
Internal Impact & Innovation
Shape the Function: Provide critical input to help refine the team’s organizational structure, processes, and performance metrics.
Special Initiatives: Drive high-impact internal projects, including product feature betas, data initiatives, and large-scale migrations.
What you bring to the team:
Professional Experience
Project Management Expertise: 5+ years of experience leading complex, multi-tiered projects involving both internal and external stakeholders. PMP, CAPM, CSM, or any other project management certification preferred.
Technical Customer Success: A proven track record of supporting customers through technical implementations, complex migrations, or software onboarding.
Industry Context: Experience within the Cybersecurity, IT, or Business Operations sectors is highly preferred.
Execution & Tooling
PM Tech Stack: Proficiency in Smartsheet (or similar platforms like Monday.com or Asana), with experience using Salesforce and data tools like Looker or Omni to track progress.
AI-Augmented Delivery: Proficiency in utilizing AI tools to streamline project creation, enhance communication clarity, and accelerate overall delivery quality. The ideal candidate views and utilizes AI as a tool for acceleration and working smarter.
Delivery Frameworks: Familiar with User Acceptance Testing (UAT), change management, and project risk mitigation.
Commitment to Quality: A high standard of excellence in project delivery and a focus on producing sound, reliable outcomes.
Communication & Strategy
Strong Communication: A master of "the medium and the message"—you proactively tailor the frequency, tone, and content of communications to suit different audiences.
Detailed Architect: A unique ability to dive into the granular technical details while ensuring every task aligns with the broader business strategy and impact.
Cross-Functional Connector: A natural ability to "connect the dots" across teams and initiatives, ensuring alignment between CS, Sales, Product, and Engineering.
This role is remote with EMEA working hours.
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