Project Manager - Professional Services
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About The Position
The position involves leading Talkdesk's strategic customer implementation projects from kick-off to completion. The role requires defining project scope, scheduling project activities, and integrating those into the broader project plan with the customer project manager(s). The candidate will manage multiple customer projects simultaneously, working with customers, partners, and internal solutions consultants to drive positive progress across multi-location and multi-phase deployments for all project-related activities. Proactive risk identification pertaining to time, scope, and budget is essential, along with developing comprehensive mitigation strategies and clear communication plans for all stakeholders. Regular status meetings with customers and the team will be conducted to assess progress against the plan, and re-forecasts of project variables will be performed as necessary to ensure timeline adherence. The candidate will also conduct executive business reviews throughout the implementation with executive and senior leadership, outlining project status, open risks, and project success dependencies. Understanding customer use cases, formulating best practices, and documenting functional and technical requirements are key responsibilities. The role also involves partnering with internal teams such as Product, Engineering, and Support to ensure timely delivery of feature requests, bug fixes, and support requests. Participation in the sales cycle to formulate the delivery approach and develop proposals/SOW is expected. Post-mortem evaluations with stakeholders will be conducted to assess overall project performance, lead root cause analysis discussions, and formulate strategies for process improvement. The candidate will drive professional accountability for the overall success of the project, ensuring Key Performance Indicators are met.
