Customer Success Project Manager

C Squared Systems, LLC is an RF engineering, consulting, and software development company specializing in providing services for seamless wireless coverage from RF analysis to design and implementation of DAS systems and Wi-Fi networks to remote monitoring and management of complex multi-vendor environments. Site Portal, a customizable Web-based software, was engineered by C Squared Systems to remotely monitor and manage these complex multi-vendor environments.

Since 1999, C Squared Systems has executed turnkey in-building wireless solutions using state-of-the-art analysis tools to deliver RF solutions that exceed project scope and customer expectations. Our experience, technical expertise, and diverse projects in the wireless realm have allowed C Squared Systems to continually evolve as new technologies are developed and the demands of our customers change.

Title: Customer Success Project Manager

Location: NH

Level: Experienced

C Squared Systems is currently seeking a dedicated Customer Success Project Manager to join our team. The primary focus for this position will be related to C Squared Systems software products in support of our customers. However, many customer engagements also could have service delivery aspects that also need management.

In this role, you will be liaison between the customer and the related C Squared Systems departments (Sales, Software Development, and Technical Support) to gather customer needs/concerns, requirements, and delivery timelines while ensuring alignment between all project participants. You will also be responsible for periodic customer follow up outreach to validate the customers engagement and ultimately success from using our products and services. You will be responsible for creating and maintaining customer result driven project plans. You will work with all teams within the Software Department to coordinate their deliverables and provide unified schedules across the different functional groups. The role requires someone who can develop a deep understanding of our products, to bridge the gap between our customers and our internal technology teams.

You will serve as the product expert, guiding the user experience for customers, and owning customer satisfaction through their use of C Squared Systems’ products. You will need to be familiar with the offered services, software product functionality and customer use cases and the development life cycle to facilitate collaboration across teams and stakeholders. This position is based in our Auburn, NH office and is a great opportunity to make a difference in a growing company.

Position Responsibility:

• Act as a Liaison between teams, including upper management, Development, QA, Release, Architecture & Design, Support, End Customers and the Sales Team.
• Responsible for communication with customers, sales representatives, and internal stakeholders for their projects from inception through to final delivery and continued support.
• Gather and understand customer requirements regarding project deliverables, new software features or bug fixes to capture requirements and urgency related to schedule.
• Deliver projects on time, ensuring deadlines are met or slippages are properly communicated to internal and external stakeholders.
• You will act as project manager for various projects including customer-driven projects, hold re-occurring status meetings and one-time project-related meetings as needed
• Create detailed project documentation and facilitate client working sessions and project status meetings
• Initiate and plan the approach of each customer driven project with the cross functional teams to formulate a detailed scope definition
• Drive detailed estimates, work breakdown, and planning to create accurate project plans and detailed project tracking
• Identify, quantify, and manage risk as you monitor and control the project scope and schedule throughout the project lifecycle
• Foster a long lasting, “trusted advisor” relationship with internal and external stakeholders
• Be flexible and adapt to the needs of your stakeholders in a fast-paced, ever-changing environment
• Routinely report on project performance status and baseline comparisons as requested
• You must be well spoken and communicative with strong emotional intelligence; love a challenge and be a good problem solver

Skills/Qualifications:

• Knowledge and experience with Project Management methodologies
• Knowledge and experience in a customer facing, account management or customer success related roles
• Familiarity with the software development life cycle
• Strong attention to detail
• Exceptional verbal and written communication skills
• Understand the Expectation of “Owning a Project End to End”
• Microsoft Office Products (Office, Word, Excel, PowerPoint, MS Project)
• Ability to manage multiple complex projects simultaneously
• Ability to shift priorities rapidly
• Comfort in working with external stakeholders

Preferred:

• Technical Background
• Understanding of: basic computer networking, Cellular technologies, database management, and/or software development, DAS or WLAN