Manager, Project Delivery

HireRight, Inc.•Nashville, TN

52d

About The Position

The Manager, Project Delivery is responsible for leading a team of project managers to support end to end implementations, while driving process efficiencies and achieving business growth targets. This team under the manager's leadership will be responsible for 1) designing and implementing an end-to-end process to optimize the on-boarding of new customers onto the HireRight platform to include solution design, setup/program implementation, customer training and overall revenue adoption; 2) owning and executing the on-boarding of new/ existing customers onto the services/ packages subscribed to and in line with agreed SLA's; 3) training the customer on the services subscribed to, to high standards ensuring the customer is fully equipped with the know-how to maximize the value they can derive from the services subscribed to, and instilling the confidence in them to use HireRight services; 4) hand-holding new customers through their first screening case to facilitate an optimal experience and ensure repeat business; 5) analyzing and determining on-boarding trends and usage statistics intended to create insight to further fine-tune service models and drive growth strategy. This position will work closely with sales and account management early in the sales cycle, to ensure SLA's/ client commitments can be met, and will act as a subject matter expert/ consultant to sales where required. The role will also work collaboratively across the rest of the business to leverage the subject matter expertise of other teams to ensure success. The role is ultimately responsible for the end-to-end implementation/ on-boarding of a new client/ new package in a professional and timely manner, putting the customer at the heart of what we do and excelling in creating a positive service experience.

Requirements

Bachelor's degree preferred, with minimum 5 years' experience in a project management role or equivalent combination of education and experience that demonstrates the ability to perform the key responsibilities for this role
Proven experience with managing multiple, concurrent customer (internal/external) facing implementations
Experienced in consultancy-based project management
Ability to work under pressure and manage/ influence teams cross-border
Strong analytical and problem-solving skills
Strong negotiation, conflict resolution, and influencing skills
Strong, proven written and verbal communication skills
Strong multi-tasking, results-oriented skills
Knowledge of and experience with Project Management tools such as MS Project timelines, Visio workflow diagrams, and
Windows Office tools will be useful
Self-motivated, flexible
Sets priorities and manages self and time effectively
Ability to work in a fast-paced environment
Ability to travel, as needed

Responsibilities

Responsible for managing a critical team to achieve the end-to-end on-boarding experience, professionally and efficiently (in some cases, this will include an element of scoping, project planning, defining and managing to milestones/ delivery dates, and can include internal and external status reporting)
Support Customer training process - owns ensuring our customers are equipped with the knowledge and know-how to effectively use our services and to the maximum benefit client side - the more proficient they are in using the service, the more likely they are to do so, and more so! Identify where/ what the value-add is for the client, and ensure they are able to take advantage.
The team will be responsible for validating expected volumes for set-up purposes, and for usage tracking/ reporting purposes.
Confirm validated numbers with sales/ AM's to ensure alignment with sales value to drive overall sales forecasting.
Collaborate with Product Management to ensure that the customer voice is heard based on new products, feature functionality, and roadmap supports industry trends.
Collaborate with other senior leaders across the Revenue Operations Team, Global Leaders and GTM to ensure process, resource scale and deliverables are achieved to support overall revenue growth targets.
Report success and critical KPIs to OpCo and Senior Leadership as needed
Support and manage all critical customer escalations, join QBRs and Sales Presentations as needed to support Customer Base
Conducts analysis of client business to determine on-boarding TAT's and where efficiency gains might lie, and to determine usage trends (relative to expected volumes) to provide actionable insights into our book of business
Identify functional/product, process, system, design improvements that seek to simplify our business, create efficiency gains, and improve customer experience/ satisfaction levels
Main point of contact for internal and external implementation escalations
Where required, collaborates and communicates with internal resources to ensure customizations are effectively created and implemented to meet customer needs
Follows company implementation methodology and shares/ uses best practice and remains aligned to central and regional implementation and project teams
Establishes and continually refines implementation processes and procedures to improve customer experience
Leads, manages, inspires and influences team (direct and non-direct reports) to focus on and excel in customer service and empowers team to be agents of change to meet customer satisfaction goals