Project Manager, ECS Customer Care Services

Tom McLeod Software Corporation•Birmingham, AL

12h

About The Position

Purpose of the Position: The role of the Project Manager is to manage the delivery of customer KTLO (Keep The Lights On) support modifications within the ECS organization. The Project Manager is responsible for internal and external communications/coordination. The Project Manager with the Director, ECS Customer Care Services will be working very closely to manage the successful delivery of the customer’s modifications. The Project Manager is responsible and is held accountable for the success of the entire modification process, including delivering on time and on budget. Essential Duties and Responsibilities: The Project Manager is responsible for working with the other teams within ECS to maintain accuracy of the resource forecast as the project(s) progress and communicating with the Team Leads and/or Managers to obtain commitments based on adjustments. PM’s will maintain the accuracy of planned start/finish dates in Raptor. Deliver ECS KTLO modifications within the agreed upon budget and schedule for the engagement. Create of the Statement of Work for customer approval. Responsible for Raptor WO maintenance for KTLO modification Own end-to-end project delivery in alignment with the approved SOW, including scope, milestones, schedule, and financial commitments. Monitor and ensure completion of all executable and financial SOW deliverables; proactively identify risks or variances. Serve as the primary point of contact for customer and internal communication related to SOW impacts or deviations. Escalate SOW issues as required and lead the review, approval, and coordination of any SOW revisions or amendments. Ballparks, SOW’s & Change Order creation. This includes review with Director if necessary, submitting to customer for approval, updating WO comments and assigning work once approved. Maintenance of the project’s open item list – this includes open action items and open WO/development lists. Making sure appropriate documents are uploaded (meeting notes, functionals, SOWs) in SharePoint. Participate in project calls and meetings. Participate in the internal and customer facing consult calls. Work with ECS Admin on Raptor adjustment when necessary (moving of time, etc). Assist ECS Admin with questions that arise on the modifications during monthly time /billing review. Coordinate deployments with internal Account Relationship Managers.

Requirements

Ability to learn internal software and systems
Strong oral and written communication skills
Ability to manage competing projects and priorities effectively
Ability to quickly learn and retain complex concepts and processes
Proven ability to communicate technical information coherently
Independent and Resourceful
Ability to analyze and assess business needs and cross-system impacts
Minimum of 7+ years of experience providing customer service for enterprise software in a fast-paced environment required; or a Bachelor's degree with 3+ years of experience providing customer service for enterprise software in a fast-paced environment
Intermediate knowledge of Microsoft Office Suite required
Experience with a project management tool, preferred

Nice To Haves

Experience in the transportation or logistics industry and experience with transportation management systems (TMS) are preferred
Bachelor’s, preferred

Responsibilities

Manage the delivery of customer KTLO (Keep The Lights On) support modifications within the ECS organization
Internal and external communications/coordination
Work closely with the Director, ECS Customer Care Services to manage the successful delivery of the customer’s modifications
Accountable for the success of the entire modification process, including delivering on time and on budget
Work with the other teams within ECS to maintain accuracy of the resource forecast as the project(s) progress and communicating with the Team Leads and/or Managers to obtain commitments based on adjustments
Maintain the accuracy of planned start/finish dates in Raptor
Deliver ECS KTLO modifications within the agreed upon budget and schedule for the engagement
Create of the Statement of Work for customer approval
Responsible for Raptor WO maintenance for KTLO modification
Own end-to-end project delivery in alignment with the approved SOW, including scope, milestones, schedule, and financial commitments
Monitor and ensure completion of all executable and financial SOW deliverables; proactively identify risks or variances
Serve as the primary point of contact for customer and internal communication related to SOW impacts or deviations
Escalate SOW issues as required and lead the review, approval, and coordination of any SOW revisions or amendments
Ballparks, SOW’s & Change Order creation. This includes review with Director if necessary, submitting to customer for approval, updating WO comments and assigning work once approved
Maintenance of the project’s open item list – this includes open action items and open WO/development lists
Making sure appropriate documents are uploaded (meeting notes, functionals, SOWs) in SharePoint
Participate in project calls and meetings
Participate in the internal and customer facing consult calls
Work with ECS Admin on Raptor adjustment when necessary (moving of time, etc)
Assist ECS Admin with questions that arise on the modifications during monthly time /billing review
Coordinate deployments with internal Account Relationship Managers