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Client Success and Project Management Lead
Sense7ai
posted 20d ago
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Job Description
Sense7ai is seeking a proactive and organized Client Success and Project Management Lead to act as a bridge between our clients, sales, and engineering teams. Reporting directly to the CTO, this role is responsible for ensuring the successful execution of projects by managing timelines, resources, and client communications. The ideal candidate will have a strong background in project management and client relationship management within a technology or software environment, with a focus on client satisfaction and operational efficiency.
Key Responsibilities:
1. Client Management and Success:
- Onboarding and Project Kick-Off: Lead client onboarding and project kick-off meetings to align on project scope, goals, and deliverables.
- Primary Client Liaison: Serve as the main point of contact for clients throughout the project lifecycle, providing regular updates, addressing concerns, and gathering feedback at key milestones.
- Client Satisfaction: Build and maintain strong relationships with clients, ensuring all projects meet quality standards and timelines, and proactively manage client expectations.
- Client Feedback and Continuous Improvement: Gather client feedback at project completion and document insights to drive future process improvements.
2. Project Management:
- Project Scope and Planning: Define project scope, objectives, and deliverables in collaboration with clients, sales, and engineering, ensuring alignment with client requirements and internal capabilities.
- Resource Allocation: Work with the engineering team to allocate resources for each project, adjusting assignments as needed to keep projects on track and on budget.
- Sprint Management: Collaborate with the engineering team to plan and manage sprints, monitoring progress and addressing any roadblocks to meet project timelines.
- Risk and Issue Management: Identify potential risks and proactively manage issues to ensure they are resolved promptly without impacting project deadlines.
3. Cross-Functional Collaboration:
- Sales and Pre-Sales Support: Support the sales team during the proposal phase by providing technical insights, aligning project scope, and preparing RFPs that clearly articulate project feasibility and timelines.
- Team Alignment: Facilitate ongoing communication between the sales and engineering teams to ensure all client requirements are understood, technical constraints are addressed, and there is alignment on project goals.
- Process Optimization: Identify and implement best practices in project management and client communication to enhance efficiency and consistency across projects.
4. Documentation and Reporting:
- Project Documentation: Maintain comprehensive project documentation, including project plans, client requirements, milestone tracking, and post-project analysis.
- Status Reporting: Provide weekly project status reports to the CTO, highlighting project progress, key accomplishments, risks, and any support required.
Key Performance Indicators (KPIs):
1. Client Satisfaction Score: Achieve and maintain an average client satisfaction rating of 90% or above on post-project feedback.
2. Project Delivery Timeline Adherence: Ensure 90% of projects are delivered on time, as per the agreed-upon timeline with clients.
3. Budget Adherence: Maintain budget compliance, ensuring projects are completed within 95% of the initial budget allocation.
4. Client Retention Rate: Achieve a client retention rate of at least 85% annually by building and maintaining strong client relationships and ensuring high levels of satisfaction.
5. Communication Efficiency: Maintain a response time of 24 hours or less for all client communications and ensure weekly updates for ongoing projects.
6. Project Documentation Accuracy: Achieve 100% accuracy and completeness in project documentation, with no significant issues arising from missing or incomplete project data.
7. Resource Allocation Efficiency: Efficiently allocate and utilize resources with minimal need for reallocation, ensuring optimal use of engineering team members based on project demands.
Required Qualifications and Experience:
- Educational Background: Bachelor s degree in Engineering, Computer Science, Business Administration, or related field. Project management certifications such as PMP, Scrum Master, or Agile certification are preferred.
- Experience: 5-7 years of experience in project management, client success, or a similar role within the technology, software, or SaaS industry.
- Technical Knowledge: Familiarity with software development processes, Agile methodology, and the ability to translate technical aspects into client-friendly language.
Skills:
- Project Management: Proven experience in managing end-to-end project lifecycles, with a strong understanding of planning, resource management, risk management, and milestone tracking.
- Client Relationship Management: Exceptional client-facing skills with a strong ability to build trust, manage expectations, and ensure high levels of client satisfaction.
- Communication and Collaboration: Excellent written and verbal communication skills, comfortable working cross-functionally to achieve project goals.
- Problem-Solving and Adaptability: Ability to anticipate challenges, adapt to shifting priorities, and take proactive measures to keep projects on track.
Key Attributes:
- Client-Centric Mindset: Focused on delivering an outstanding client experience, with a proactive approach to meeting client needs and resolving issues.
- Attention to Detail: Highly organized with strong attention to detail, ensuring projects are meticulously documented and managed.
- Team-Oriented: Comfortable working in a collaborative environment, with the ability to communicate effectively across teams to achieve common goals.
Employment Type: Full Time, Permanent
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