Customer Success

Senior Project Manager

It’s official, global digital marketing spend reached a record high of around $340 billion in 2020, and the future of CX management and social media spend is at the heart of every organization. This is why Emplifi has brought together world-leading specialists in everything CX and marketing related, to help innovative brands gain the insights they need to meet fast-changing expectations. As we work with some of the top Fortune 500 companies across the world, our mission is to help create powerful and progressive experiences across the entire customer journey


About the Customer Success Team

The Customer Success team is responsible for onboarding new clients and helping them use our products, so they get maximum value - leading to retention of existing client relationships and revenues at scale. We leverage the largest social media data set and CX management suite in the industry. We continue to challenge the status quo by introducing new innovations and enabling our clients to adopt our technology, helping them to scale their business no matter where they are or what industry they are in. 

As part of an international team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore and be part of an ever-growing family. You will be supported in your career by a team of professionals dedicated to your development, so that you can grow as a professional and a social media expert advisor.


Job Summary

Emplifi is seeking a dynamic Project Manager with a high degree of professional integrity. Responsible for the overall planning, management and completion of technical projects across Emplifi product offerings. This role will work with customers to develop project documents and project plans. You will use project management skills to manage project roles, identify resource requirements, define project deliverables and to provide customer satisfaction while ensuring quality of projects. You will understand and manage projects with new or advanced technologies, and identify the approach to be used on a given project and manages the system development process. You will also document opportunities to integrate systems and resources to fulfill project requirements and ensures effective communications and relationships between customers and project team members are maintained, while maximizing use of technology in the project while mitigating risks.


What You’ll Do Here

  • Work with appropriate customers to develop project scope of work documents and project plans that include an analysis of benefit, cost, work schedule and any related risks
  • Monitor project work to ensure that progress is within expected guidelines and is completed on time and within budget. Mentors and provides expertise to other project team members
  • Define the responsibilities of parties involved in the project including customers, management, IT management, project team, vendors and others affected by the project
  • Demonstrate knowledge of both the agile and waterfall project delivery methodologies
  • Identifiy, track, monitor and communicate project-related issues, scope changes, variances and contingencies that may arise during project implementation
  • Accurately identify all stakeholders for a project and be able to effectively communicate to each stakeholder ranging from experienced IT personal to system end users
  • Must be able to speak intelligently to audience members in a way that they understand
  • Understand how technology impacts project management and have the capabilities to deal with the ‘unknowns’ of implementing new technology
  • Create any and all mitigation plans around the technology being implemented
  • Ensure timely and effective delivery of the solution


What You’ll Bring to Us

  • Bachelor’s degree
  • PMP Certification preferred
  • Accustomed to working within PMI methodology framework
  • 2-5 years of experience managing client facing technical projects
  • Excellent communication skills. Able to communicate well (written and orally) to an audience ranging from daily product users to senior business executives
  • Demonstrated capabilities in software usage and configuration concepts and functions
  • Demonstrated ability to take initiative and work in a self-directed manner and develop strong working relationships with customers.
  • Strong problem solving and analysis skills
  • Understanding of CRM and call center industry practices
  • Familiarity with technology and its applicability in customer care environments
  • Familiar with MS Office applications
  • Familiar with business process improvement concept
  • Familiar with SQL Server query tools
  • Familiar with Web Services development


What We Offer

  • International, fast paced and rapidly growing environment
  • Chance to work with the world’s biggest brands at the CX tech leader
  • Agile and open-minded culture, with high levels of trust and flexibility
  • Opportunity for professional growth and development
  • Possibility to learn new and cutting edge technologies, in an environment that encourages new ideas
  • Benefits package including Medical, Dental, Vision & Life Coverage
  • 16 days vacation/PTO
  • Gym Membership contribution
  • There’s more as well! Speak with us to find out all details!
Senior Project Manager
Customer Success
Columbus, Montreal
Employment Type:
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