Customer Operations Project Manager

1. 1. JOb summary

Responsible for Project Coordination, Data Administration and Effective Customer Communication, concurrent projects with 5000 or less limit on contacts while working with cross-functional teams in Operations, Cloud Support Services, Engineering, and Product Marketing.

1. 2. KEY PERFORMANCE AREAS/ KEY RESULT AREAS

Project Coordination:

• Maintain project plan (Daily)
  • • • Exercise Proactive Communication with Project Manager
      • Constant Project Evaluation in the areas of:

1.   Risk Assessment
2.   Dependency Spread
3.   Resource Changes
4.   Time Line Slippage

• Deliver on Internal Communication Plan
  1. 1. 1.   Communicate Project Kick-off
        2.   Communicate Weekly Project Status
        3.   Communicate Project Finale
• Deliver on External Communication Plan
  1. 1. 1.   Request Customer Impact List
        2.   Assist with drafting Customer Notification terminology
        3.   Communicate renewal detail to Customers / TP Community
• Monitor internal work effort of renewal projects through effective use of Siebel CRM
• Monitor certificate management functional mailbox(es) for communications that pertain to projects
• Work with OPENTEXT cross-functional teams as needed
• Attend acquired company’s client software training and learn the service and how contacts are gathered in order to get similar data from all new acquisitions requiring project coordination.
• Migrate new software into existing processes

Data Administration:

• Set up new projects for Incident Communications Team on SharePoint or appropriate scheduling tools

• Maintain Knowledge Information and standardize documentation of processes
• Ensure documentation is up-to-date and adheres to Audit requirements
• Analyze and ensure correct data alignment by constant adherence to adding to the appropriate certificate related databases the following tasks

1. Add current active / inactive certificates
2. Add new contact info
3. Add Internal Team info
4. Archive decommissioned certificate

• Maintain all team certificate passwords in a secure location

Effective Customer Communication:

1. Verify customer contact information
2. Compile internal contact list (per project)
3. Compile external customer impact list (per project)
4. Email or phone reach out to all contacts for a project to ensure valid contact and arrange scheduling with Certificates team

REQUIREMENT & KEY COMPETENCIES

• 2-3 years of Professional business experience preferably in Supply Chain
• Customer/Client Facing experience
• Pro-active/dynamic Problem Solver
• Ability to motivate a team to meet tight project timelines
• Detail-oriented with a keen analytical sense
• Must have strong interpersonal skills including a demonstrated ability to partner with others and be able manage complex relationships.
• Candidate must possess at least a Bachelor's/College Degree, preferably Technical and/or Business related.
• At least 4 year(s) of working experience in the related field is required for this position.
• Preferably 1-4 Yrs Experienced Employees specializing in IT/Computer - Software or equivalent.
• Willing to work on Night Shift
• Proficient in Microsoft Word, Excel, PowerPoint and Visio
• Understanding of project planning & dependency relationships
• Should have effective communication skills, written and verbal
• Strong understanding of time management capabilities is preferred
• PMP or plan for PMP preferred