Senior Project Manager, Professional Services

As a Senior Project Manager at Khoros, you will be responsible for the successful delivery of complex, high-visibility projects for enterprise clients facilitating client onboarding, coordinating cross-functional teams, and ensuring projects are completed on time and within budget. In this position, you will be responsible for working with a portfolio of customers that have strategic roadmap visions to bring to life. This requires a proactive, organized, articulate, and detail-oriented person who is comfortable collaborating with customers to ensure the successful delivery of SaaS solutions to clients by managing timelines, resources, and deliverables. We are seeking an individual who possesses a unique mix of strong project management experience, social understanding, and technical knowledge to join our growing team. This individual must also possess strong customer relationship management skills in which you will be responsible for working with our enterprise customers to implement their communities so that they can achieve their objectives.

Responsibilities

• Oversee the end-to-end execution of large-scale and strategic SaaS implementation projects
• Develop detailed project plans, manage budgets and stakeholders, and mitigate risks to ensure project success
• Act as a trusted advisor to enterprise clients, aligning project deliverables with their strategic objectives
• Lead and mentor matrixed cross-functional teams, promoting collaboration and accountability
• Facilitate executive-level reporting on project status, risks, and metrics
• Manage escalations and resolve conflicts to ensure client satisfaction and long-term success
• Drive continuous improvement in PMO processes and project delivery methodologies and tools
• Manage multiple, parallel implementation projects for enterprise customers
• Manage the client relationship and set customer expectations during project implementations
• Takes the lead in escalations, providing input and guidance to get the customer back to green
• Be attentive for and communicate expansion opportunities to the account team
• Follow Khoros Project Implementation Methodology and PMO Guidance
• Contribute to constant improvement of Khoros project management practices and process initiatives
• Become literate in Khoros products, processes, and practices
• Learn, develop, and share best practices – be a team player

Qualifications

• Proven ability to manage enterprise clients and navigate complex business environments.
• Strong communication and negotiation skills with a focus on relationship building.
• Bachelor’s degree from an accredited university
• 6+ years of hands-on project management experience at a software product company or consulting firm with at least five years managing external customer-facing projects (e.g. web applications, websites, social interaction sites, support sites, etc.)
• Ability to build and forge strong relationships with customer team members while understanding their business objectives and acting in a consultative role.
• Able to prepare and present projects in a comprehensive way (status, open issues, risks, delay, defects reporting) to a variety of stakeholders.
• Capable of driving customers and internal resources through risks, issues, challenges and delays with minimal escalations.
• Experience managing fixed fee, T&M, and milestone-based projects with budgets exceeding $200k
• Foundational understanding of PMI’s Project Management Framework and language
• Excellent customer interaction and presentation skills (ability to present to different audiences and bring the message across in a concise, professional manner)
• Proven track record managing multiple parallel projects (with team size of 5+ members) in a software development and/or project management environment where the customer is an external buyer (no internal IT projects)
• Experience scoping and estimating project efforts
• Demonstration of use and understanding of project control KPIs
• Excellent problem solving skills
• Experience within the social media technology landscape
• Experience with Digital Contact Centers
• Strong preference for candidates with a technology background, especially in understanding CNAMEs, SSL certificates, SPF records, DKIM, and SSO basics; OR a proven track record of being able to quickly pick up on technical concepts.
• Experience with Smartsheet, Salesforce, Google Apps, Jira, and Slack
• Mastery of the English language (written and spoken)
• Ability to travel up to 10% for customer facing onsite visits
• As this is a remote role, reliable Internet connectivity

Big Plus

• Experience with SaaS-based social customer experience platforms
• Moderation and/or Management of online communities
• Additional languages
• PMP certification
• Certified Agile Scrum Master

This is a United States-based, remote position; however, at this time we are not able to consider candidates living in the following states: Alabama, Alaska, Arkansas, Connecticut, Delaware, District of Columbia, Hawaii, Idaho, Iowa, Kentucky, Louisiana, Mississippi, Nevada, New Hampshire, New Mexico, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Vermont, West Virginia and Wyoming.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

The base salary range for this role is $110,000 - $120,000 with a 10% company bonus. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications. Your actual pay will be based on your skills and experience — talk with your Talent Acquisition Partner to learn more.

At Khoros we encourage our employees to be real. In keeping with this philosophy, we appreciate diversity and welcome all qualified applicants regardless of race, religion, sex, age, national origin, sexual orientation, disability, veteran status, genetic information or criminal history. If you feel like you don’t meet all of the requirements for this role, we encourage you to apply anyway. We know confidence levels and imposter syndrome can get in the way sometimes. We don’t want either to get in the way of finding awesome candidates!