Project Manager - Professional Services

Overview 

The Project Manager (PM) is an individual contributor within the Professional Services organization. The PM is responsible for delivering TraceLink solutions to our customers and doing so on time, on budget, and within the agreed-upon scope per the applicable Statement of Work (SOW). This role requires a combination of technical, organizational, consultative, and interpersonal skills to be successful. 

Responsibilities 

• Provide project leadership for a portfolio of TraceLink software implementation and partner integration projects per the TraceLink Professional Services Methodology.
• Set up projects in TraceLink’s professional services software solution and perform accurate and timely maintenance of key project administrative data such as timesheets, project status (R/A/G status), timelines, project milestones, risks, etc. 
• Periodically report, when required, on project status, risks, issues, and outlook.
• Ensure the timely and accurate financial status of projects, managing to the budget and scope of the Statement of Work, and processing Change Orders when necessary.
• Work directly with other TraceLink technical resources and/or service partners to ensure project activities (including timesheet processing and invoice reconciliation) are completed per plan and department standards. 
• Provide clear, effective, and timely internal and customer-facing communications, escalation paths, and processes. 
• Manage cross-functional, cross-product awareness and coordination of the customer’s service experience, priorities, and needs. 
• Contribute to Professional Services best practices. 
• Achieve specific customer satisfaction measures on your assigned projects.
• Achieve individual billable utilization targets. 
• Provide product feedback to Product Management as needed. 
• Act as an advocate for the customer for new features and product defects.
• Stay current with industry trends, regulations and TraceLink product releases. 

Skills and Competencies 

Technology 

• A strong working knowledge of Microsoft products (Office, Project, Outlook, SharePoint), Google products (Gmail, Calendar, Drive, Docs, Sheets, Slides, Groups, Hangouts, Forms), Salesforce and other industry standard collaboration tools (Slack, etc.). 
• Experience and high level of competency working with Professional Services Automation (PSA) tools, specifically Clarizen. 

Planning and Organizing 

• Highly organized with a strong attention to detail.
• Able to manage time and workloads effectively and meet billable utilization targets.
• Works on a portfolio of assigned projects and customers. 
• Manages commitments effectively, meets deadlines and keeps customers up to date.
• Demonstrated track record of managing a portfolio of moderately complex projects.
• Highly self-motivated; thrives in a fast-paced environment. 
• Strong interpersonal, facilitation, and presentation skills. Able to work comfortably with all levels of management. 
• Strong verbal and written communication skills, with extremely high standards for developing professional, well written, documentation. 
• Listens effectively and understands the needs of customers and team members.
• Able to plan, lead and facilitate effective meetings. 
• Facilitates sharing of information and ideas within the PS team. 

Leadership and Teamwork 

• Openly shares information, experience and expertise with others to foster team spirit in support of Professional Services goals. 
• Treats others with respect. 
• Able to work collaboratively as part of a team, yet also work independently on complex and challenging tasks. 
• Demonstrates a thorough understanding of when and how to be flexible, and when and how to be firm. 
• Builds credibility and trust by delivering quality work on a timely basis. 
• Quality 
• Takes pride in and understands the importance of quality; has a ‘right first time’ approach. 
• Monitors quality of own work, ensures that SOPs, Work Instructions and guidelines are adhered to. 
• Raises concerns where quality is at risk. 

Customer Service 

• Initiates and maintains productive relationships with customers. 
• Acts with customer success in mind and strives for positive customer experiences.
• Can speak intelligently about TraceLink products and how they are positioned in the market. 
• May be asked to work with customers in a consultative and/or advisory role. 

Essential Qualifications 

• Fluent in written and spoken English plus Spanish or French
• BS/BA degree or equivalent experience.
• PMP, PRINCE2, or other Project Management certification. 
• 5+ years of project management experience in customer-facing roles delivering software and other technology solutions. 
• Willingness and ability to travel domestically and internationally as needed (up to 50% travel requirement). 

Desirable Qualifications 

• Experience working within a Supply chain role
• Experience delivering projects related to ERP systems or EDI integrations.
• Knowledge of supply chain business processes including distribution, logistics, warehousing and serialization. 
• Life Sciences experience. 
• Fluent in written and spoken Spanish, French, Italian and/or German