The core responsibilities are:
Project Management
- Manage the day-to-day details of the project, manage client optimizations road maps including the plan, schedule, project delivery, staffing, task assignments, scope, budget, and risks
- Facilitate the project kick-off with project team members and appropriate stakeholders
- Follow (and feedback on) core processes and methodology to drive quality, consistency, and accuracy of project delivery
- Maximize Tryzens performance to project baselines across scope, timeline, revenue, and profitability
- Determine Project goals and manage dependencies and risks with the client and with our internal teams, to proactively mitigate them and defend our baselines
- Eliminate inefficiencies, rework, roadblocks, and issues
- Manage change rigorously, and ensure client expectations on changes are managed accordingly, and we are commercially protected for those changes
- Ensure focus throughout the project team, and maximize throughput of task completion
- Be a consultative partner to our clients, steer them towards mutually beneficial outcomes, maximize client satisfaction during project delivery
- Engage in proposals and estimations to drive new business into Tryzens
- Work with Tryzens internal teams and clients, to build client optimizations road maps.
- Work with client and Tryzens practices to ensure road map story requirements that have been captured are technically sufficient, including facilitating discovery workshops.
- Facilitate all project meetings focused on status reporting, problem resolution, feedback.
- Managing offshore project delivery team, ensuring collaboration and clear communication between team members.
- Weekly project/sprint status, financial, and schedule reporting to stakeholders.
- Deliver all releases to budget and to agreed timelines.
- Create and communicate release schedules.
- Work with business sponsors, peers, and other stakeholders to develop and review project proposals
Client Engagement
- Take ownership of all direct communication with the customer and resolve escalations with autonomy within the scope of our service offering.
- Collaborate effectively with internal and external colleagues to build a first-class customer relationship with the objective of making every customer a lifelong customer.
- Uncover and recognize any risks that threaten customer satisfaction or renewal, executing mitigation plans for all risks.
- Work closely with the Client Success team to identify and develop new opportunities within existing customer accounts ensuring customer growth and satisfaction.
- Conduct regular reviews with the client to review services delivered.
- Listening to customers carefully and truly understanding customers’ key business issues and opportunities to deliver business-impacting results.
- Build strong, transparent, and trust-based relationships with clients.
In Life Services
- Work with the support team to ensure all incidents are resolved within SLA and monitoring is in place and set up correctly.
- Maintain an active Continual Service Improvement program to establish the root cause of problems and fix these through ongoing road map delivery releases.
- Maintain day-to-day accountability for the ownership and resolution (including any referral or escalation as may be necessary) of Service issues.
- Ensure all effort expended is reported accurately and billed in line with the client contracts.
Requirements
Essential Skills & Experience
- Overall 10+ years of IT experience
- A minimum of 4+ years of experience in project management.
- Demonstrable track record of delivering end to end system implementations' ideally eCommerce solutions (Demandware/Salesforce Commerce Cloud, Magento, WebSphere Commerce Server, SAP Commerce, BigCommerce, CommerceTools)
- Client facing experience, or the ability and attitude required to excel in a client-facing role
- Understanding of full eCommerce Life Cycle. Technical background within e-commerce advantageous.
- Waterfall, Agile & Prince 2
- Degree educated or equivalent
- Must be commercially aware, able to identify and effectively communicate commercial opportunities.
- Ability to work independently and as part of a team in a matrix organization.
- Excellent written and verbal communication skills and a good team player.
- Proficient in using JIRA, Confluence and Project Management, issue management and collaborative tools.
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