Customer Success

Project Manager

Burlington, MA

Come join Zappix in Burlington MA and be part of a group that is creating amazing new technology. With high-profile customers, Zappix is changing how people are using their mobile phones by bringing On-Demand Visual Self-Service Solutions to the market.

Zappix is a privately held software company with an innovative and sophisticated cloud-based technology that transforms the Customer Service Experience by providing digital self-service solutions to improve customer satisfaction, increase self-service rates, and reduce costs.

The company utilizes cutting-edge cloud-based technology, including AI, Robotic Process Automation (RPA), Actionable Analytics, IVA and bots, Big Data, and more.

Position Summary

We’re looking for a customer-facing Project Manager (PM) who enjoys talking to customers, understanding their needs, and solving problems. This position is for someone who loves to create new solutions and resolve customer problems.

The Project Manager is a key part of our Customer Success organization. The PM is the trusted advisor who will manage all aspects of the customer lifecycle. From deployment and product adoption to alignment with the customers’ long-term goals for their Zappix service. The role combines pre-launch project management responsibility with post-launch customer
management – consulting with clients to help them utilize our state-of-the-art solutions for their best success and ongoing relationship management.

Key Responsibilities

Pre-Sales Stage

Provide support during the pre-sales such as assessing needs, planning, staffing, risk management.
Lead or Contribute to statement of work content definition for the project, based on the SOW standards.

Implementation Stage

Create and manage a project plan and scope throughout the lifecycle of the project
Works closely with the engineering team and professional services team on the delivery of the functionality that is committed
In charge of project P&L: Drive all associated activities & resources to guarantee the committed quality, margin, and scheduling criteria
Document and share the lessons learned during the project closure phase
Share project management experience with other members of the team

Post-Launch Stage

Educate customers on the use and benefits of our solutions, and engage additional stakeholders directly or indirectly to increase stickiness
Develop and maintain long-term relationships with stakeholders within assigned accounts
PM will conduct ongoing account meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality, and communicate new feature releases
Collaborate with the Sales team on account strategy and identify opportunities for them to sell products and services within accounts
Plan and conduct onboarding and training for new and existing customers
PM will closely manage and nurture accounts to identify and eliminate risk attribution
Create and deliver monthly reports to highlight customer successes and provide ongoing recommendations for further optimization
Project Manager will analyze customer account trends and provide feedback to internal stakeholders to e snsure quality standards, customer requirements, and features are properly deployed and addressed

Qualifications & Skills

3-5 years of work experience
Strong communication skills — ability to speak and lead in a consultative
manner
Good interpersonal skills to work with internal and external stakeholders
to deliver the project.
A minimum of 3 years leading customer-facing projects related to the
delivery of enterprise software applications.
Demonstrate expertise in project management knowledge (Scope/Quality/
Costs/ Scheduling/Risks)
Experience in drafting statements of work.
HTML5 and CSS knowledge is an advantage, but not mandatory

Additional Details

Full-time
Competitive package
Full medical insurance
Location: Greater Boston, Massachusetts
401K

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In addition to this form, please email a resume to jobs@zappix.com to complete your application

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About Zappix

Zappix is a privately held software company with a cool, innovative, and sophisticated cloud-based smartphone technology that transforms the Customer Care Experience by providing a digital self-service solution that improves Customer Satisfaction, increases Self-Service Rates and reduces Costs. The company utilizes cutting edge cloud-based technology, including automation (RPA), Actionable Analytics, NLP, Chatbots, Big Data and more.