Senior Project Manager - Professional Services
Talkdesk
At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.
We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.
- Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
- Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
- Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
- Talkdesker: YOU!
Primary Responsibilities:
- Lead Talkdesk’s Strategic customer implementation projects from kick-off to completion
- Define project scope, schedule project activities, and integrate those into the broader project plan with the customer project manager(s)
- Manage multiple customer projects simultaneously. Work with customers, partners, & internal solutions consultants to drive positive progress across multi-location & multi-phase deployments for all project related activities
- Proactively identify risks pertaining to time, scope, & budget. Develop comprehensive mitigation strategies with clear communication plan for all internal & external stakeholders
- Conduct regular status meetings with customers and team to assess progress against plan; performs re-forecasts of project variables as necessary throughout the project to ensure timeline adherence
- Conduct executive business reviews throughout the implementation with executive and senior leadership outlining projects status, open risks and project success dependencies
- Understand customer use cases, formulate best practices, and document requirements (functional and technical) needed to address client needs
- Partner with internal teams such as Product, Engineering, Support, etc. to ensure timely delivery of feature requests, bug fixes and support requests
- Participate in the sales cycle as necessary to formulate the delivery approach and develop a proposal/SOW
- Conduct post mortem with internal and external stakeholders to evaluate overall project performance. Lead root cause analysis discussion, formulate strategies for process improvement, and follow through
- Drive professional accountability for the overall success of the project, ensuring Key Performance Indicators are met
Preferred Background:
- 8+ years of experience managing technical projects, preferably client facing
- Proven experience working in a SaaS organization
- PMP (Project Management Professional) Certification or equivalent is desirable
- Bachelor's degree in client management, or significant professional experience in a Project Management role, MBA Degree preferred
- Engaging personality, polished verbal and written communication skills and meticulous attention to detail
- Ability to communicate and manage escalations and maintain C level relationships
- Ability to work cross-functionally in a fast-paced startup environment, such as strong organization skills and business acumen
- Salesforce and other CRM experience preferred
- Fluency in written and spoken English, bilingual abilities a plus
- Travel requirement: up to 30%
Work Environment and Physical Requirements:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)
