Overview

The Project Manager is responsible for the maintenance and support services for all our clients. This is a Jr. Project Management role that focuses on website management, updates, support requests, and SLAs. The role utilizes a Kanban style management board with a growing set of existing clients. This role is accountable for their department's resource management and client requests. This is a Jr Project Management position, and some on-the-job training is provided. There are opportunities for advancement.

Qualifications

Atleast 5 years Experience with Wordpress and/or Drupal Content Management.

Some project management experience.

Strong customer service-oriented and product-oriented mindset.

Impeccable communication skills.

Empathetic and compassionate with people.

Organized and motivated.

Ethical and trustworthy.

Ability to effectively self-QA your work and others work.

Ability to take initiative and be proactive with workload.

Ability to take, give, and discuss constructive criticism.

Strong rational thinking, logic and critical reasoning, and analytical problem solving skills are a must.

A sense of humor.

Responsibilities

Customer service. Nothing else is more important than ensuring our customers have the best possible experience. As such, we expect our Support Manager to be intelligent, empathetic, and compassionate communicators.

Work with each site's CMS to perform content updates based on client requests.

Investigate technical issues reported by clients or other team members.

Support requests should receive a human response within 2 hours of receipt.

Client support service oversight and management:

Managing support requests with the technical team.

Total task, ticket, and project ownership, from opening to closing.

Identify and manage Billable vs non-Billable support tasks.

Review and manage project documentation for accuracy and completeness.

Demonstrates understanding of Project Management processes, strategies and methods.

Account management for support clients:

Achieve Project Objectives as laid out in Approved Proposals and Tickets .

Plan Ticket/Project scope and Keep Approved Proposals and Tickets within scope.

Effectively uses organization resources for managing Projects and Support.

Project Planning: Analyze, plan and develop requirements and standards in reference to billable projects.

Gather and Manage Assets from Clients.

Gather and Manage Assets from Team.

Review project documentation for accuracy and completeness.

Demonstrate understanding of Project Management processes, strategies and methods.

Enforce team standards of time logging, communication, and performance.

QA work before presentation to clients.

Communication and Standards

Available to co-workers and clients during regular business hours, 9 am to 5 pm CST.

Effectively lead team throughout project and task lifecycle to achieve outlined objectives.

Weekly/monthly/quarterly updates with clients with ongoing projects; detailed, scheduled reports on measurable items, such as milestones and deliverables.

Attend regular technical team meetings to determine progress and address any questions or challenges regarding projects.

Work with Technical Leads and Architects to determine outcome based scope as needed.

Determine and define clear deliverables, roles and responsibilities for staff members required for specific projects or initiatives.

Enforce team communication standards with ticket descriptions, comments, handoff meetings, chat, phone and acceptance criteria.

Be empathetic and compassionate with people.

Ability to take initiative and be proactive with workload.

Ability to take, give, and discuss constructive criticism.

Ethical and trustworthy.