Project Manager, Customer Onboarding (SaaS)

Zenoti•Seattle, WA

48d

About The Position

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY. Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte's 2020 Technology Fast 500. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com What will I be doing? From our headquarters in Bellevue, WA, lead multiple customer implementation projects for Zenoti systems and solutions Ensure projects are well-planned, executed efficiently, and delivered with high quality and predictability. Manage and maintain project information, including feature definition and scope. Facilitate project reviews with customers. Identify significant risks and unknowns, and define and drive resolution plans. Manage cross team dependencies, and coordinate cross-team initiatives and blocking issues. Track and ensure release criteria/minimal viable product is delivered with quality. Manage project tracking, metrics and status reporting across Implementation group Help with Implementation group resource allocation, delegation and assignments across Product Specialist team Drive information sharing, and capturing and disseminating best practices across the Global Services Team. Independently plan and implement customer onboarding process. Address customer issues and concerns in a timely fashion to ensure customer satisfaction. Stay up-to-date with product knowledge, business flow, sales process and market dynamic. Maintain complete documentations and follow organizational processes to ensure successful Implementation of Zenoti products.

Requirements

Strong logical, analytical and problem solving skills
Strong verbal and written communication, especially in the areas of teamwork, stakeholder management, and ability to influence; ability to facilitate dynamic meetings and discussions.
Ability to work in a fast-paced, dynamic start up environment
Good understanding of MS Excel, MS Office and Google apps, Jira, Basecamp, Smartsheet
Strong technical background and ability to understand complex product functionality, design and technical issues, in order to drive the right priorities, trade-offs and resolutions.
Experience in overseeing multiple complex projects involving integrations with multiple systems, with proven track record of on-time and in-scope project completion
5-8 years of project management, with at least 4 years of technical project management, leading complex projects for external clients with Integrations to external systems.
Proven history managing projects for clients, customers, and external stakeholders.
Extremely well-organized with project information, attention to detail, and exacting quality standards.
Experience working with remote teams
Ability to travel on short notice up to 20%
Bachelor's degree in computer science or Equivalent experience

Nice To Haves

Experience in implementing cloud SaaS solutions is a plus
Experience as a Software Developer is a plus
Experience in the beauty, wellness, spa, salon or fitness industry is a plus
PMP or similar certification is a plus

Responsibilities

From our headquarters in Bellevue, WA, lead multiple customer implementation projects for Zenoti systems and solutions
Ensure projects are well-planned, executed efficiently, and delivered with high quality and predictability.
Manage and maintain project information, including feature definition and scope. Facilitate project reviews with customers.
Identify significant risks and unknowns, and define and drive resolution plans.
Manage cross team dependencies, and coordinate cross-team initiatives and blocking issues.
Track and ensure release criteria/minimal viable product is delivered with quality.
Manage project tracking, metrics and status reporting across Implementation group
Help with Implementation group resource allocation, delegation and assignments across Product Specialist team
Drive information sharing, and capturing and disseminating best practices across the Global Services Team.
Independently plan and implement customer onboarding process. Address customer issues and concerns in a timely fashion to ensure customer satisfaction.
Stay up-to-date with product knowledge, business flow, sales process and market dynamic.
Maintain complete documentations and follow organizational processes to ensure successful Implementation of Zenoti products.