WHAT YOU’LL DO:
Join our professional services team implementing cutting edge technology across our IT Complete solutions suite. Activities include meeting with customers to define and document business requirements, translating requirements into a project plan, allocating resources, setting milestones, driving progress, and reporting effectively. You will communicate effectively with the customer to ensure efficient and successful delivery of the completed implementation. If you are an overachiever passionate about customer experience who thrives in a fast-paced environment, we want to speak with you.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Oversee resource schedules and coordinate updates to maximize productivity and revenue capture.
Responsible for complex or high-value implementation projects.
Participate in establishing practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organization
Lead effective project discovery by thoroughly analyzing customer needs, timelines, and business requirements.
Understand the context of the customer and align projects, software tools and implementation to their requirements
Manage a portfolio of complex initiatives that span multiple lines of business
Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence
Create and maintain documentation, including business, system, and functional requirements, process flows, status reports, and configuration worksheets.
Participates in cross-functional teams to explore process improvement initiatives, measure results, and refine processes to achieve business objectives
Lead customers, plan projects and tasks, assign effort, assign hours, monitor and report on key project KPIs to stakeholders internal and external.
Complete projects and assignments on-time and within budget, while ensuring high levels of customer satisfaction.
Achieve internal KPIs for utilization, CSAT, scope, schedule, quality, and overrun.
Initiate and maintain strong working relationships with customers and serve as a reliable and trusted adviser.
Other duties as assigned 

WHAT YOU’LL BRING

Knowledge of various project management methodologies (ie. Agile, SCRUM, etc)Excellent organization and time management skills
Strong leadership, diplomatic and motivational skills, including the ability to lead up, across, and down multiple business and technology organizations
Knowledge of the MSP Market
Excellent communication, interpersonal and writing skills
Demonstrate sound judgment, problem-solving, and decision-making skills.
Anticipate and understand the impact of decisions on the project and customer success.
Self-motivated, decisive, with the ability to adapt to change and competing demands.
Knowledge of Kasaya products (RMM, BCDR, Autotask)
Customer relationship management focus

REQUIRED EXPERIENCE: 
2+ years managing and delivering customer-facing projects
2+ years of experience working with business stakeholders within a cross-functional matrix environment
Strong background in Software Implementation

PREFERRED EXPERIENCE
Salesforce experience
Bachelor’s degree or higher; minor or advanced degree in business/STEM or equivalent experience
Help Desk or Support experience
Managerial experience in deploying software solutions a plus
Experience with emerging cloud, hosting and web technologies.