Position type: Full time
Reports to: Manager, CS
FLSA Status: Exempt
Summary / Objective:
The Project Manager manages the direction, coordination and control of assigned projects and resources while ensuring alignment with the strategy, commitments and goals of the customer and QGenda teams. A project manager is expected to work closely with teams across QGenda and proactively engage the appropriate resources at the right time.
Adheres to all company policies, QGenda workflows, and time-entry requirements.
Consistently manages Salesforce and QGenda platforms. This includes maintaining accounts, contacts, TaskRay Projects, and cases in Salesforce, and maintaining Staff Internal Fields in QGenda.
Communicates to colleagues, direct supervisor, and other leadership within expected, reasonable time frames.
Maintains a professional and positive attitude in all customer and company interactions, both internal and external.
Collaboratively develop and maintain the right documentation to effectively initiate project plans, project status, individual tasks and milestones, completion estimates, and resource allocations.
Determines resource needs and works with functional managers to staff appropriately (Resource Management, could include CSC, TTCM, integrations).
Leads and manages all aspects of new, existing and integration customer related projects from contract signing through defined point after go-live.
Serves as implementation resource, self assigned, and point of escalation for project team using QGenda Project Management best practices.
Responsible for onboarding of any new CSCs added to the project team during implementation (review any unique elements of the implementation process, standardizations, integrations, etc.).
Creates and manages detailed project plan, logs, and timelines for each phase and which groups fall into each phase to ensure project remains on time.
Motivates internal and external teams to meet or exceed goals and objectives.
Completes CS tasks in a timely manner to ensure customer stability. This includes CSX updates, internal projects, leadership requests, etc.
Continually identifies customer needs and goals and creates processes to deliver the desired outcome based on the customer’s capabilities and available product functionality.
Capitalizes on upsell opportunities (TTCM, Insights, Room Management, Expansion, additional add-ons) if available and beneficial for the customer.
Works with CSX and CSCs during enterprise implementation during a wave post-launch to identify opportunities for improvement to ensure the continued successful implementation of the enterprise.
Completes other duties as directed by a member of QGenda management/leadership.
Knowledge, Skills, and Abilities:
Strong critical thinking and problem solving skills
Demonstrates excellent written and verbal communication
Excellent collaboration skills; works well under the direction of others and collaborates well with peers
Demonstrated experience in managing strategic accounts across multispecialties
Ability to facilitate status report meetings with executives and escalating risk as needed
Ability to effectively lead a complex implementation from sales to cs handoff to go-live
Bachelors degree required
2-4 years experience leading customer facing projects working with executive leadership
Demonstrated experience in healthcare and implementation
Experience in SaaS implementations across complex enterprises
Able to achieve PMI-PMP certification within the first 6 months of employment