Startup Project Manager

The Startup Project Manager is responsible for ensuring every onboarding is handled in a timely and accurate manner. This is done through extreme ownership of the customer experience. The Startup Project Manager will also work closely with the leadership team to provide process improvements designed to enhance the customer experience. Attention to detail and ability to quickly adapt are just some of the necessary traits of a successful Startup Project Manager.

Requirements:

• Well-developed verbal and written communication skills
• Thorough knowledge of the product and be able to describe its functions, features and details to customers
• Ability to respond to customer complaints, requests and inquiries in a professional and timely manner
• Excellent organizational skills
• Be effective multi-taskers
• Ability to prioritize workload based on urgency
• Strong ability to identify patterns

Responsibilities:

• Ensure all accounts are launched error free and on time
• Consistently meet 4 KPIs
• 14 day launch
• NPS 9
• Customer satisfaction rating 2.5 or higher
• Error free
• Early identification of at risk accounts (OoS)
• Maintain regular, clear communication with the customer
• Request, receive and distribute the customer information needed for a successful tool buildout
• Have the ability to perform a successful database clean up, import, integration setup, QA and tool build
• Manage the Launch Technician's daily task list, adjusting as needed to accommodate urgent requests
• Manage design requests
• Inspect the Launch Technician's QA process
• Identify and communicate solutions to improve customer experience
• Regularly conduct CSAT and NPS surveys. Implement strategies where needed based on feedback
• Responsible for reducing churn by providing a smooth and timely launch
• Create process and training documentation
• Meet personal and team SLA targets
• Handle complaints in a calm and helpful manner
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Other tasks, as needed