Software Professional Services Project Manager

Riva International, Inc.

13d•Remote

About The Position

Riva is looking for an engaged and passionate Project Manager to join our Client Engagement Team. This role is vital in ensuring clients realize the highest possible value from their investment in Riva. The Project Manager will be instrumental in bringing product knowledge, deployment experience, best practices, and industry knowledge to all projects. Reporting to the Senior Practice Manager, this role involves coordinating with internal and customer cross-functional teams to complete projects that delight the customer and ensure ongoing Riva subscriptions. The ideal candidate will have substantial experience working with enterprise or compliance-focused customers, managing IT and software consulting projects, and delivering solutions that meet customer needs. The role also involves developing and executing long-term growth and continuous improvement strategies, supporting improvement initiatives, solving complex operational problems, optimizing delivery times, eliminating production roadblocks, and building lean leadership capability. The candidate must have 3+ years of experience in a B2B / SaaS role, possess critical thinking skills, excellent communication, and the ability to handle multiple priorities across projects flawlessly. The role operates successfully in a remote environment and requires cross-functional collaboration to achieve client success.

Requirements

3+ years of experience managing SaaS projects with external customers, preferably enterprise customers
Excellent customer-facing and internal communication skills
Great written and verbal communication skills
Solid organizational skills, including attention to detail and ability to handle multiple priorities and projects
Demonstrated ability to work with customer teams to achieve shared success of the customer and Riva
Comfortable and happy with working remotely and working with customers remotely
Demonstrated ability to think strategically about business, products, and technical challenges
Knowledge of specific industry project management and technical delivery methodologies for software (e.g., Project Management Institute (PMI) methodologies, agile/scrum, and/or software SDLC)
Experience using various project management and/or agile tools
Understanding software development lifecycle, preferably experience in an agile and/or DevOps environment
Must hold a valid work permit or be a permanent resident or citizen of Canada.

Nice To Haves

Computing technology diploma or degree, a Microsoft MCSA, or other IT designations or equivalent experience
Strong technical background including knowledge of Exchange/Microsoft 365, Salesforce and networking
Administration and configuration level knowledge of Amazon Web Services, Azure Cloud, and Microsoft 365
Knowledge of programming or scripting
Jira and Confluence experience
Salesforce administration and or implementation experience
Secondary language skills

Responsibilities

Plan, manage and run Riva software implementation projects with Riva’s enterprise business clients, who have made significant investments in CRMs
Run concurrent projects of various sizes, some smaller than can be completed in weeks, to larger multi-month projects
Manage customer expectations, project scope, and resources needed to successfully deliver to customers’ needs
Run projects with a focus on efficient and successful delivery. Completing the project and facilitating the sale of software licenses is a primary driver of the projects
Develop and communicate the project, portfolio, and program status, risks, and issues to all levels of stakeholders, ranging from technical staff to executives
Manage customer escalations, coordinating with customers and Riva stakeholders (e.g., executive team, sales, technical account managers, development teams)
Be accountable for reliable and repeatable program delivery processes, metrics, and operational procedures
Develop foundational knowledge and maintain an awareness of emerging Riva products
Perform other duties as may be required from time to time.
Investigate and design a strategy for the development and enhancement of business processes.
In conjunction with leaders from other teams and Client Engagement team members, assesses the impact of the proposed changes on processes and the technology that support them.
Based on an analysis of the business activities, supported by the development of process and data models, evaluates requirements for business process improvements and enhancements.
Plan and manage the design and integration of new business processes or enhancements.
Identifies continuous improvement opportunities, researches and investigates industry trends, and identifies and analyzes business risks and opportunities to support recommendations on process change.
Work with the Client Engagement Team lead to monitor, review, and evolve established OKRs and KPIs to measure the ongoing performance of all processes and sub-processes.
Analyzes performance results to identify opportunities for continuous improvement.
Prioritizes improvements to ensure increased customer value.
Integrates with other managers and departments to facilitate process redesign and continuous improvement for the Client Engagement Team.
Identifies performance results that indicate opportunities for process improvement outside of the assigned module and communicates to the corporate process manager.