Job Description

Reporting to Head of Professional Services with responsibility for the day to day management of customer projects to ensure that our project delivery approach remains customer focused and ensure alignment to the overall culture and goals of the company.

The Project Manager is responsible for overseeing the full implementation of new orders and upgrades allocated to them as part of the project allocation process. Travel to customer sites and other locations as and when required will also be a requirement of this role.

JOB RESPONSIBILITIES:

• Deliver exceptional Professional Services through effective operational service management
• Proactively identify and resolve issues and challenges, as far as possible ahead of time to avoid impact to customers and delivery times
• Establish close working relationships with the wider professional services team as well as development, sales, support and finance teams to ensure all aspects of our projects are well managed and delivered in line with customer expectations
• Working with Head of Professional Services, understand and contribute as required to the Professional Services ratio within the Jonas business model, assist as required with forecasting and driving revenue recognition
• Contribute as required by Head of Professional Services, to relevant weekly/monthly reports on the activities of the Professional Services team
• Deliver responsive implementations of our products in a timely manner
• Maintain an awareness of customer satisfaction measures, reporting processes and systems; based on regular customer surveys and post-case questionnaires
• Set and work towards agreed installation satisfaction targets with customers
• Regularly attend User Groups and other customer-facing events across the UK as required
• Contribute to the Professional Services standard across the business to embed a culture of continuous improvement
• Maintain an awareness of performance indicators which are implemented, regularly monitored, continually improved and reported to the management team.

JOB QUALIFICATIONS:

• Extensive knowledge of core products (Impact, IDStore, IpayImpact)
• General knowledge of common MIS interfaces (SIMS, SEEMIS)
• Basic understanding of other software modules (IDSuite, Print\Copy, Library Interface, Access Control, E-Registration)
• General Microsoft office knowledge
• Can perform remote works independently and assist colleagues in more complex remote works
• Can manage and deliver concurrently running projects to the highest standards
• Good administrative skills
• Can perform simple two-way data matching and create SQL scripts to perform on client databases
• Prince 2 or similar industry recognised qualification desirable.

Required Knowledge, Skills, and Abilities

A Motivator with a record of meeting goals and objectives, committed to driving results both individually and as part of a team The energy and passion for delivering exceptional customer service Remain approachable, calm and clear when under pressure Excellent organizational skills, pay meticulous attention to detail and be able to organize and influence others in similar ways Proven ability to effectively prioritise and resolve complex client concerns and issues Excellent, effective and clear written and oral communication skills with customers, partners and colleagues Ability to build relationships in order to obtain results An appreciation and empathy for non-technical customers in a fast paced, consumer-facing environment Strong team player able to work both hands on and hands off.