The purpose of the Project Manager, Client Services Europe is to facilitate resources and cooperation between teams for the ultimate success of client's projects and overall account health.
The Project Manager sets and manages expectations for the client and internal teams to deliver high quality service and achieve frictionless commerce.
Develop and manage project plans for successful completion of projects in coordination with Client Success Manager and clients.
Coordinate internal/external stakeholders and resources for timely completion of tasks and milestones
Set deadlines, assign tasks (internal and client stakeholders), and monitor progress of projects and other deliverables
Track written approvals & sign-off of Level of Effort, design/requirements, and acknowledgements
Escalate delays, risks, and issues internally as needed (Support issues, project delays, etc.)
Report on project status and closure to Operations Director
Coordinate priorities of internal team for projects and other open requests
Maintain project/task management tools (Jira, Confluence, Smartsheet, Google Docs and Excel, etc.)
Work with clients and Service Team to develop rollout/go-live plans
Lead calls with VIP clients and communicate with C-level execs
The Project Manager's first escalation point is to the Client Success Manager if a project or task is appearing to fall behind schedule.
The PM can also use their judgement and has the right to elevate to Operations Director, Technical Director, VP Operations, another applicable VP, and/or the CEO as they see warranted to get assistance when needed.
Summary
The goal of the Project Manager is to set expectations, allocate resources, push progress, and lead communication for projects, client requests, and open tasks in order to achieve successful delivery.
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