Sr. Professional – Client Delivery

Sr. Professional – Client Delivery

Requirements

• Bachelor’s Degree strongly preferred or equivalent work experience.
• Position requires a minimum of 8 years of client delivery and/or project management experience in a SaaS company.
• Strong understanding of SaaS products and implementation processes.
• Excellent project management skills; proven ability to manage multiple projects and clients simultaneously.
• Proficiency in project management tools and software, experienced with ClickUp a plus.
• Excellent communication and interpersonal skills; experienced managing client relationships.
• Problem-solving mindset with a focus on customer satisfaction.
• Strong understanding of business analysis techniques and SQL a plus.
• Experience with Agile projects.

Responsibilities

• Lead the onboarding process for new clients, ensuring a smooth transition and setup of our SaaS products.
• Oversee the implementation of SaaS solutions, coordinating with internal teams to meet project timelines and deliverables.
• Serve as the primary point of contact for clients, providing regular updates, addressing concerns, and ensuring their needs are met.
• Proactively identify and resolve any issues or challenges that may arise during the delivery process.
• Gather client feedback and work with the product development team to drive continuous improvement of our SaaS offerings.
• Coordinate enhancements and custom client requests, resolve issues to ensure project timelines are met.
• Maintain projects in ClickUp, project management tool, to ensure records of client interactions and project progress, and provide regular reports to senior management.
• Coordinate and/or facilitate formal customer discovery, technical and onboarding calls and resolve issues to ensure project timelines are met.
• Implement project plan and modify as needed during course of implementation project.
• Schedule, create agenda and lead client meetings.
• Main contact to the customer’s project team throughout to answer questions, facilitate customer requests, troubleshoot issues.
• Create and/or maintain client level documentation (i.e. project plan, handoff documents and SharePoint).
• Work with clients to understand APIs, workflows, and configurations.
• Manage production release with customer (may require after hours coordination).
• Ensure customer target go live dates are met, raise concerns and define go to green plan.
• Manage and update project status providing accurate project status for tracking and reporting.

Preferred Qualifications

• PMP certification desired.
• Real Estate or adjacent industry experience a strong plus.