Leads requirements gathering sessions and collaborates with project governance team to document and gain sign-off on all deliverables, including design documentation and user test plans.
Demonstrates the ability to understand the operating styles of others as well as team/client relationships, team dynamics, and adjusts behavior accordingly to succeed.
Support the formal governance model supplied by the customer
Recognizes environmental or cultural nuances and adapts.
Track project performance, specifically to analyze the successful completion of short and long-term goals
Meet budgetary objectives and adjust project constraints based on financial analysis
Manage the relationship with the client and all stakeholders
Perform risk management to minimize project risks
Establish and maintain relationships with third parties/vendors
Create and maintain comprehensive project documentation
Meet with clients to take detailed ordering briefs and clarify specific requirements of each project
Willing to maintain a flexible schedule to collaborate with delivery team members in Europe, Asia, and the US, when needed, and open to traveling to these locations occasionally for training.
Track customer satisfaction KPIs. Develop and manage action plan to continuously improve these metrics.
Troubleshoot customer concerns and work with management team to ensure that critical issues are documented and escalated in an expeditious manner for resolution
- Serve as a customer advocate within Everbridge and report customer feedback internally to Account Management, Product Management and Engineering
- What you’ll bring:
- Bachelor’s in business, Computer Science or related a plus
Extensive experience in a customer-facing role is required
Experience in deploying systems in either International Telco or Government domain
Significant experience of managing large, technical projects
Proven experience working in a matrix environment, managing multiple stakeholders
Works effectively in a dynamic environment with changing priorities
Strong project management skills (PMP Certified or at minimum CAPM)
Ability to handle & support conflicting priorities
Working knowledge of highly available architectures, computer security, telephony, and networking.
Proven track record in coordinating internal departments and resources to solve complex customer support or implementation problems.
Excellent verbal, written and interpersonal communication skills
Strong critical thinking, analytic, and problem-solving abilities
Ability to facilitate and lead cross-functional teams
High energy level and a “can do” attitude
Strong time management skills with proficiency with the Microsoft Office Suite, Salesforce.com and web-based applications
Understand Business Continuity or Emergency Management practices
