Project Manager

Project Manager

We are looking for an exceptionally detail-oriented individual with a customer focused mindset to join our team as a Project Manager (PM). The PM serves as the key link between the client, the salesperson, and other key individuals and is responsible for planning and orchestrating the delivery of a wide range of Blanchard products and services to clients with the utmost attention on providing a remarkable customer experience.

Duties Include:

• Using project management professional standards of practice to plan project delivery tasks, track progress, and communicate with the client delivery team.
• Using Blanchard systems and processes to orchestrate the delivery of products and services to clients.
• Proactively leading the client delivery effort, team, and implementation of the business deal.
• Leading a high-touch onboarding process for new clients to set up the partnership well from the beginning, ensure success, and build customer advocacy.
• Serving as a proactive partner, listener, and support person to client and salesperson to provide optimal client account management.
• Proactively supports and contributes to the client implementation effort to develop long-term effective client partnerships.
• Schedules, participates in, and/or leads client meetings with salesperson and/or consulting partner to discuss client needs and implementation strategy.
• Monitors budget and costs for client initiatives and updates salesperson with any budget adjustments changes that impact company, profitability, or client costs.
• Overseeing the assessment process for clients including pre- and post- assessment distribution, scoring, and delivery by Learning Services colleagues.
• Overseeing the customization process working with Production and the client to determine scheduling, materials needed, and timelines for delivery.
• Maintaining constant client contact and ongoing relationship with client via phone or in person conducting.
• Frequent check-ins with client to ensure delivery satisfaction, creating new processes and systems as needed.
• Taking initiative to conduct research and ask questions to keep up with industry trends and information impacting clients.
• Overseeing client product fulfillment process including order entry, shipping, invoicing, resolving issues, and accurately and timely delivery of products.
• Inputting client data, communications, and preferences into NetSuite, monitoring, and maintaining client account information.
• Producing reports from NetSuite and Gateway (contracts) as needed.
• Overseeing the creation of content for client agreements, contracts, and proposals to provide to coordinators and legal department for review.
• Ensuring client requests and project deadlines are completed within required time frame to ensure client satisfaction.
• Researching and resolving client account issues, working with appropriate individuals for prompt solutions, sharing learnings with all relevant stakeholders.
• Overseeing, coordinating, and following up on logistics for client events delivering appropriate materials, assessments, and resources.
• Creating and tracking annual calendar of training sessions for long-term clients including both domestic and global sessions.
• Receiving training on Blanchard products and staying up-to-date on all new product rollouts as well as existing offerings.
• Preparing and delivering reports regarding client status, feedback, retention, and budget/cost information.
• Participating in team meetings to share best practices and recommend process and system improvements.

Requirements:

Knowledge, Skills and Abilities

• Knowledge of Blanchard products and services.
• Ability to lead and/or work as part of a team.
• Ability to manage multiple priorities and work independently to meet deadlines.
• Knowledge of Project Management practices and software a plus.
• Working knowledge of computer software applications including Microsoft Office (Excel, Word, PowerPoint, and Outlook) and NetSuite.
• Professional and flexible demeanor with excellent interpersonal skills.
• Extremely detail-oriented.
• Customer obsessed mindset.
• Strong organizational, writing, communication, and phone skills.

Education and Experience

• Bachelor's Degree in business or a related field.
• Minimum of three years related Client account management experience.
• Formal project management training, certification, or equivalent experience.
• Previous Customer Service, Client Contact, and Project Management experience.
• Demonstrated experience handling client concerns and issues with tact and diplomacy.
• Demonstrated competence in managing long-term complex client projects.