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Roles & Responsibilities:

Project Success Manager

The Project Success Manager is responsible for leading the end-to-end deployment of the ERP system or other client projects.

This role requires close collaboration with cross-functional teams to ensure the project deliverables are completed on time, within budget, and in alignment with the agreed upon scope and client requirements.

Key responsibilities include defining and managing project scope, timelines, and resources, overseeing implementation activities, and ensuring system functionality and adoption. The Project Success Manager must have exceptional communication with all project stakeholders and lead regular progress meetings. The Project Success Manager is also responsible for ongoing scheduling and coordination efforts, managing risks, and resolving issues throughout the project lifecycle.

Organization:

Create client folder structure and Monday.com boards in an organized and timely manner.
Keep documents and folders organized well and titled well; ensure that all members have appropriate access to documents and information.
Enforce proper file storage protocols and client file-sharing procedures.

Project Planning:

Create the project plan using Monday; update/adjust tasks as needed, build timelines, and assign resources.
Regularly review the project plan; provide updates for each task as necessary, update timelines and completion statuses.
Conduct regular internal PM meetings with consultants and other internal stakeholders to obtain task updates, review progress, discuss project risks, and align on client communication efforts.
Conduct regular PM meetings with the client project team and internal project team to obtain task updates, review progress, discuss project risks.
Develop slide decks and supporting materials for client meetings, and coordinate with project team members to ensure content is accurate, up to date, and aligned with meeting objectives.
Obtain client signature on project documentation or milestones per standard operating procedures.

Communication:

Serve as the primary point of contact between stakeholders, including executives, IT, finance, and department managers.
Conduct regular status updates, meetings, and presentations for stakeholders.

Resource Management:

Coordinate and allocate resources, such as technical staff, consultants, and external vendors.
Supervise project teams, including assigning tasks, monitoring progress, and managing team dynamic.

Scope & Budget Management:

Regularly validate project scope with stakeholders to confirm that project deliverables meet agreed-upon expectations.
Monitor project scope throughout the project lifecycle, identifying and addressing potential scope changes that could impact timelines, resources, or budget.
Manage the change request process, including evaluating, documenting, and obtaining approval for changes to project scope.
Assess the impact of scope changes on project resources, timelines, and costs, communicating findings to stakeholders for informed decision-making.
Record upsell opportunities related to the project according to standard operating procedures.
Record optimization opportunities throughout the project as a backlog for future phases.

Risk Management:

Identify, assess, and mitigate risks throughout the project lifecycle.
Discuss risks and concerns with both internal and external stakeholders in a timely manner; develop contingency plans to address potential project setbacks.
Conduct monthly steering committee PM meetings with the client steering committee and internal steering committee to review high level progress, discuss project risks and concerns, scope changes, and priorities.
Escalate project risks, issues, or concerns to the Practice Director as necessary.

Customer Success:

Facilitate the project close-out process; deliver the project close-out documents to the client; send the CSAT survey to client points of contact upon project close-out.
Schedule and lead informal check-in meetings with customer points of contact to assess satisfaction, gather feedback, and ensure the team is delivering expected value.
Periodically engage with customer points of contact to identify emerging priorities or shifts in business objectives.

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