Description:
From automotive, technology, manufacturing, logistics, finance and everything in between, we roll out the Workvivo platform to diverse organisations across the globe to enhance their employee experience.
Our Onboarding Project Managers are there from Day 1 to guide customers through the implementation and onboarding processes - from goal setting, platform setup, product training, change management - to make sure the customer reaches value as soon as possible.
This role can be 100% remote (based in Ireland) or a mix of remote and office (Cork, Dublin).
Responsibilities
- Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process
- Deliver projects following the Workvivo Customer Experience Implementation methodology
- Proactively manage multiple customer projects within scope and schedule
- Engage and manage key customer stakeholders throughout the implementation
- Deliver high customer satisfaction with every interaction
- First point of contact for all aspects of your customer during Onboarding
- Deliver training workshops and presentations to the customer in person / via video conferencing platform
- Train and educate customers on how to effectively use Workvivo features and capabilities to meet their goals, advise and impart best practices at customer touch points
- Communicate with customers appropriately and manage expectations to ensure that the project is a success
- Carry out continuous self-learning on product features to remain up to date
- Develop and enhance documentation as required for successful rollout of the Workvivo product
- Ensure smooth transition of the customer to Customer Success team post deployment
- Sustain focus on continuous improvement, participate in internal projects to optiize processes and product offerings
- Collaborate closely with the Product team - act as ‘voice of the customer’ and translate customer feedback into product insights and strategy
The Ideal Candidate Will Have
- Excellent Interpersonal and Communication skills
- 6+ years experience in a customer-facing role (Previous experience of software project implementation would be beneficial)
- Strong competency in Project Management techniques and approaches
- Customer first mentality; ability to empathize and build customer loyalty
- Appetite for fast-paced, high energy environment
- Strong time management - you will manage numerous implementations simultaneously
- Ability to adapt as priorities and customer needs change
- Proven consultancy skills with the ability to identify opportunities and promote business benefits to a Customer
- Ability to produce well-structured and clear customer facing documentation and reports
- Ability to communicate and advise on technical aspects to non-technical teams
- Fast decision-making ability to meet milestones and deadlines
- Ability to challenge the status quo and seeks continuous improvement
- Ability to effectively use available resources and collaborate as needed to problem-solve and deliver value for the Customer