Overview
The Project Manager is responsible for the maintenance and support services for all our clients. This is a Jr. Project Management role that focuses on website management, updates, support requests, and SLAs. The role utilizes a Kanban style management board with a growing set of existing clients. This role is accountable for their department’s resource management and client requests. This is a Jr Project Management position, and some on-the-job training is provided. There are opportunities for advancement.
Qualifications
- Atleast 5 years Experience with Wordpress and/or Drupal Content Management.
- Some project management experience.
- Strong customer service-oriented and product-oriented mindset.
- Impeccable communication skills.
- Empathetic and compassionate with people.
- Organized and motivated.
- Ethical and trustworthy.
- Ability to effectively self-QA your work and others work.
- Ability to take initiative and be proactive with workload.
- Ability to take, give, and discuss constructive criticism.
- Strong rational thinking, logic and critical reasoning, and analytical problem solving skills are a must.
- A sense of humor.
Responsibilities
- Customer service. Nothing else is more important than ensuring our customers have the best possible experience. As such, we expect our Support Manager to be intelligent, empathetic, and compassionate communicators.
- Work with each site’s CMS to perform content updates based on client requests.
- Investigate technical issues reported by clients or other team members.
- Support requests should receive a human response within 2 hours of receipt.
- Client support service oversight and management:
- Managing support requests with the technical team.
- Total task, ticket, and project ownership, from opening to closing.
- Identify and manage Billable vs non-Billable support tasks.
- Review and manage project documentation for accuracy and completeness.
- Demonstrates understanding of Project Management processes, strategies and methods.
- Account management for support clients:
- Achieve Project Objectives as laid out in Approved Proposals and Tickets .
- Plan Ticket/Project scope and Keep Approved Proposals and Tickets within scope.
- Effectively uses organization resources for managing Projects and Support.
- Project Planning: Analyze, plan and develop requirements and standards in reference to billable projects.
- Gather and Manage Assets from Clients.
- Gather and Manage Assets from Team.
- Review project documentation for accuracy and completeness.
- Demonstrate understanding of Project Management processes, strategies and methods.
- Enforce team standards of time logging, communication, and performance.
- QA work before presentation to clients.
Communication and Standards
- Available to co-workers and clients during regular business hours, 9 am to 5 pm CST.
- Effectively lead team throughout project and task lifecycle to achieve outlined objectives.
- Weekly/monthly/quarterly updates with clients with ongoing projects; detailed, scheduled reports on measurable items, such as milestones and deliverables.
- Attend regular technical team meetings to determine progress and address any questions or challenges regarding projects.
- Work with Technical Leads and Architects to determine outcome based scope as needed.
- Determine and define clear deliverables, roles and responsibilities for staff members required for specific projects or initiatives.
- Enforce team communication standards with ticket descriptions, comments, handoff meetings, chat, phone and acceptance criteria.
- Be empathetic and compassionate with people.
- Ability to take initiative and be proactive with workload.
- Ability to take, give, and discuss constructive criticism.
- Ethical and trustworthy.