Reporting to the Project Management Team Leader with responsibility for the day-to-day management of customer projects to ensure that our project delivery approach remains customer focused and ensure alignment to the overall culture and goals of the company.
The Project Manager is responsible for overseeing the full implementation of new orders and upgrades allocated to them as part of the project allocation process. Travel to customer sites and other locations as and when required will also be a requirement of this role.
JOB RESPONSIBILITIES:
1. Deliver exceptional Professional Services through effective operational service management.
2. Deliver multiple projects for various customers within a fast-paced changing environment.
3. Proactively identify and resolve issues and challenges, as far as possible ahead of time to avoid impact to customers and delivery times.
4. Establish close working relationships with the wider professional services team as well as development, sales, support and finance teams to ensure all aspects of our projects are well managed and delivered in line with customer expectations.
5. Work with the Project Management Team Leader to understand and contribute as required to the Professional Services ratio within the Jonas business model, assist as required with forecasting and driving revenue recognition.
6. Contribute to relevant weekly/monthly reports on the activities of the Professional Services team.
7. Deliver responsive implementations of our products in a timely manner.
8. Maintain an awareness of customer satisfaction measures, reporting processes and systems based on regular customer surveys and post-case questionnaires.
9. Set and work towards agreed installation satisfaction targets with customers.
10. Regularly attend Account Meetings, User Groups and other customer-facing events across the UK as required.
11. Contribute to the Professional Services standard across the business to embed a culture of continuous improvement.
12. Maintain an awareness of performance indicators which are implemented, regularly monitored, continually improved and reported to the management team.
13. Work with the Development Team learning about the new products developed and working with the development team to implement the new product into customers environments as part of an early adopter process.
14. Review and update project management processes to ensure process/delivery of projects are documented and continually improved.
15. Assist Project Management Team Leader with any additional tasks required.
JOB QUALIFICATIONS, SKILLS & EXPERIENCE:
1. Previous experience in coordinating or managing multiple projects at the same time, ideally within a software vertical.
2. Evidence of the ability to take decisions and execute action plans in a controlled and organised way.
3. Numerate, with an understanding of P&L and revenue recognition would be an advantage.
4. Quick to pick up and apply new functional, product and/or technical knowledge and skills.
5. Experience in software implementations is an advantage.
6. Project coordination/management qualifications (e.g. PRINCE2) would also be advantageous though not essential.
7. Flexibility to work additional and varied hours when required.
8. Travel will be required and therefore applicants must possess a full driving license and be prepared to stay away from home.
Your personal characteristics will include:
1. A motivator with a record of meeting goals and objectives, committed to driving results both individually and as part of a team.
2. The energy and passion for delivering exceptional customer service.
3. Ability to manage multiple projects simultaneously and switch focus between priorities.
4. Ability to take full ownership of role responsibilities.
5. Remain approachable, calm and clear when under pressure.
6. Able to multitask and has excellent organisational skills, pay meticulous attention to detail and be able to organise and influence others in similar ways.
7. Proven ability to be proactive along with effectively prioritising and resolving complex client concerns and issues.
8. Excellent, effective, and clear written and oral communication skills with customers, partners and colleagues.
9. Ability to build relationships to obtain results.
10. Ability to learn on the fly.
11. An appreciation and empathy for non-technical customers in a fast-paced, consumer-facing environment.
12. Strong team player able to work both hands-on and hands-off.
Salary will be commensurate with experience and job responsibilities. We offer excellent benefits.
Only candidates who are eligible to live and work in the UK need apply.
About Us
Gladstone is a software company, based in the UK, that provides business critical management software to the fitness and leisure market. A thought leader in this market for over 35 years, we pride ourselves on being innovative with our software to meet the changing industry needs.
We partner with operators and owners of leisure centres, sports facilities, universities and health clubs across the UK and Ireland. Over 400 customers and 30,000+ users rely on our software to manage membership, bookings, check-in, security, point of sale and business intelligence every day.
Our aim is to deliver software that provides a complete multi-channel experience for the leisure industry, to maximise sales revenue and create operational efficiency for our customers.
Gladstone Software is an Equal Opportunity Employer.
If you need special arrangements for a disability at any stage of the application process or want more information on our Equal Opportunities Policy, please contact HR at careers@jonas-group.co.uk or call 01491 201010.
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