Customer Success Onboarding Project Manager
hace 1 semana
Join to apply for the Customer Success Onboarding Project Manager role at Odisea Cultura .
Locations: Medellin, Colombia only (remote)
Please note: this position is ONLY open to people living, and able to legally work in Medellin, Colombia.Come join us at Odisea Cultura and work with some of the most exciting start-ups in the US In this role, you will work with an exciting startup using drones to provide data analytics to construction teams to help them better manage their job sites. This is a great chance to work with a company that is helping top land developers, home builders, contractors, and engineers in the US and Canada.
The Role
As we begin to build out a new Onboarding team for this client, we're looking for an Onboarding Project Manager to work with existing customers to set up and launch their new Land Development Projects. Becoming a subject matter expert on the platform is paramount as this position requires prompt, professional, and accurate Onboarding support.
Note that this role is led by the VP of Customer Success.
The ideal candidate is based in the Medellin area of Colombia and is fluent in written and spoken English with a minimum proficiency ranking of C1 (C2 preferred).
Responsibilities
- Lead the onboarding process for existing clients, ensuring a smooth transition and setup of their Land Development projects in the software platform.
- Oversee the setup and launch of the customer's new projects, ensuring that we receive required files (Ground Control, Design files, etc.), implement project plans, if needed, and ensure the projects meet timelines and deliverables.
- Follow up on technical requirements such as the control plan and coordinate system information. Work closely with the client, their surveyor, and the GIS team to ensure we receive the correct information to launch the project.
- Coordinate and/or facilitate formal customer discovery, technical and onboarding calls and resolve issues to ensure project timelines are met.
- Work closely with Operations and GIS teams on customer scheduling and issues with scan data or files, including scheduling the initial Ground Control Point (GCP) placement and Flights.
- Utilize several platforms to manage the overall project, including Vitally, Asana, and Airtable in addition to the platform.
- Main contact with the customer's project team throughout to answer questions, facilitate customer requests, and troubleshoot issues.
- Create and/or maintain customer-level documentation (i.e. project plan and handoff documents).
- Maintain consistent communication with the customer on project status, including flight schedules and ground control placement.
- Collaborate with and provide regular reports to the broader account team including the Account Executive, Account Manager, and Customer Success Manager. Hold joint customer meetings, as needed.
- Serve as the primary point of contact for assigned customer projects during the onboarding phase, providing regular updates, addressing concerns, and ensuring their needs are met.
- Proactively identify and resolve any issues or challenges that may arise during the onboarding process.
- Gather client feedback and work with the CS Team Lead to drive continuous improvement of our SaaS offerings.
- Coordinate enhancements and custom customer requests, resolve issues to ensure project timelines are met.
- Communicate user issues, program bugs, and feature requests with the appropriate manager.
- Seek out opportunities to learn and grow by utilizing multiple internal learning resources.
- Arrive to work early/on time, follow through on promised call-backs and customer inquiries, and be the customer advocate, putting them first.
Qualifications And Attributes
- Bachelor's Degree strongly preferred or equivalent work experience. PMP certification desired.
- A minimum of 3 years of client delivery and/or project management experience in a cloud-based/SaaS company.
- Domain Expertise in residential Land Development preferred: Home Builder, Grading Contractors, Civil or Geotechnical Engineers.
- 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.
- Excellent communication and interpersonal skills; experience managing client relationships.
- Problem-solving mindset with a focus on customer satisfaction.
- Considers the business implications of the application of technology to the current business environment.
- Proficient with Microsoft Word, Excel, PPT, and Visio.
- Ability to work individually and as part of a team.
- High level of integrity and work ethic.
- Ability to learn and navigate software platforms quickly.
- Proficient written and verbal communication in English (CEFR Grade C2).
- Ability to receive honest and candid feedback about work performance.
- Ability to multi-task, as well as detail-oriented.
About The Company
Odisea was founded on the belief that incredible companies can only be built on the foundation of an intentional culture cultivated by exceptional people. At Odisea, we are addressing a specific need by redefining "nearshoring" to help bridge the opportunity gap between Colombia and the United States, and we are building a passionate team of professionals committed to this purpose.
Apply now to join this great team and see how your career continues to grow.
INDUSTRY
Computer Software | Construction Tech
TYPE
Privately Held
- Director
- Full-time
- Project Management and Information Technology
- Outsourcing and Offshoring Consulting
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