Customer Success Project Manager

At Drips, a Client Success Project Manager is one of the first people to be introduced from the Client Success Team post sales. They are responsible for driving and coordinating the timelines for campaign design and technical integration for new client implementation and expansion within existing clients.

The Client Success Project Manager needs to understand the business problem that Drips will address for each client, the solution defined during sales, and the high-level technical requirements to integrate with the client system.

The Client Success Project Manager is client-facing and will directly support and create a smooth transition from Sales into the Client Success team. This person also needs to work effectively with a wide variety of internal teams – Sales, Client Success, Product, Development/QA, and Production Support.

The Client Success Project Manager will be measured on their ability to drive an efficient and effective implementation timeline for each new client and expansion within clients in their portfolio.

Manage a dynamic project portfolio, with a blend of new and existing client projects and provide a clear vision of the project objectives for each.

• Project Leadership
  • Work with Sales or Account team to translate client’s overall goals for product implementation into an actionable internal and client-facing project plan for communicating milestone and schedule Information to appropriate project team members.
  • Manage, communicate and maintain a clear vision of the project objectives
  • Create standardized deliverables summarizing key information on new projects
  • Co-Host client-facing Project kick-off meetings, Design Workshops and Technical Implementation Sessions (if needed) and subsequent required meetings to present project plan and/or prepared agenda content, maximizing meeting time, and facilitating effective and productive conversations on deliverables.
• Project Plans
  • Build project plans that reflect realistic task timelines, contracted deliverable dates, and cross-functional workflows/SLAs.
• Project Communication
  • Host weekly Internal and client-facing project team meetings
    • Monitor and communicate project status, risks, issues, scope changes, and priorities to appropriate managers, stakeholders, and project team members.
    • Enforce task accountability across project team members and function representatives.
  • Make sure appropriate attendees are on calls and prepared with the knowledge needed for a successful call. Calls can range from small technical discussions to large-group meetings with client executives in attendance.
  • Prepare and distribute meeting notes; follow up on actionable next steps to ensure completion of all deliverables. Keep project plans up-to-date within onboarding project management program and post weekly.
  • Ongoing management of internal and external stakeholder communication, alignment, and deliverables necessary for Onboarding to be successful

• On-time communication and follow-up on deliverables
• Meet target threshold of on-time delivery of project deliverables and launch

• Detail Oriented, friendly, flexible, and comfortable working with clients
• Comfortable working in a fast-paced and ever-changing startup software company environment in which process is constantly developing
• Eager to contribute to the ongoing identification of process improvement & not afraid to ask questions
• A team player with patience for ambiguity and a commitment to digging in deep to solve problems and overcome obstacles
• A positive can-do attitude in a culture that prides itself on the belief that we are stronger together
• An articulate communicator who doesn’t shy away from a challenge

• Bachelor’s Degree preferred
• Minimum 3-5 years of Project Management experience
• Experience managing 10-14 projects concurrently.
• Basic understanding of technical implementation required
• PMP certification a plus
• Must have strong customer-service orientation
• Must have strong written/communication skills

** Must be currently living in the U.S. / are authorized to work in the U.S.

Drips core values are central to how each employee executes their role daily and exceeds. Below are how we exceed in each core value

Lean – We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean.

Passion – Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload. Understanding that all of the activities we take are to enable our clients, and thus Drips as a whole to be successful. Asking the question, “How is what I am doing today, enabling the success of my teammates and my clients”

Happiness – Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. Drips has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it.

Improve – Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and Drips Clients overall.

Team – We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day to day work or not. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everything and the value we provide.