Professional Services Project Manager

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Relationship Management, SaaS, Artificial Intelligence, Customer ServiceIndustries

Requirements

The candidate should possess at least 5 years of project management experience within the SaaS or CX technology industries, with a strong background in managing customer-facing projects, preferably with Kustomer, Salesforce, Zendesk, or similar customer support systems. Proven ability to manage multiple concurrent projects with competing priorities and experience with PSA or project management tools like Certinia are required.

Responsibilities

The Professional Services Project Manager will lead customer-facing implementation and delivery projects, ensuring clients achieve rapid time-to-value with the Kustomer platform. Responsibilities include managing project timelines, resources, and stakeholders, maintaining clear communication, and driving accountability across cross-functional teams. This involves leading multiple concurrent customer implementation projects from kickoff to go-live, partnering with Consultants, Product, and Customer Success teams, developing and managing project plans, serving as the primary point of contact for stakeholders, applying standardized delivery methodologies, driving customer onboarding and adoption, collaborating with cross-functional teams to refine delivery processes, and tracking key project metrics.

Skills

Project Management

Customer Relationship Management (CRM)

Automation

No-code configuration

Data Platforms

Customer Service

Messaging Channels

SaaS

Kustomer

Customer service platform for businesses

About Kustomer

Kustomer provides a customer service platform that helps businesses improve their customer interactions across various channels such as phone, email, chat, text, social media, and messaging. The platform allows for fast and personalized service by giving agents complete visibility into customer information, enabling seamless conversations. Kustomer incorporates intelligent automation and offers no-code customization, allowing businesses to quickly adapt to changes and maintain high service levels. Unlike many competitors, Kustomer focuses on serving growing brands that want to build strong customer relationships to enhance business outcomes. The company's goal is to improve customer satisfaction and operational efficiency through its subscription-based SaaS offerings.

New York City, New YorkHeadquarters

2015Year Founded

$227.1MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

201-500Employees

Benefits

Holistic wellness, including physical and mental health services

Paid leave for new parents

Support for family planning, including adoption and surrogacy assistance, and baby cash to help with newborn expenses

Flexible spending account for dependent care so you can pay care expenses for a child or parent with pre-tax money

Personalized assistance navigating all of the information, resources, and programs available to support your family care needs

Competitive retirement plan

Life insurance and survivor support

Equity awards

Complimentary access to TurboTax

On-site or video tax consultations to answer your questions

Legal support through Hyatt Legal for you and/or your parents if you need it

Join a Life@ Club—or create your own. A unique program that supports you in building meaningful connections at Facebook

Join a Facebook Resource Group and be a catalyst for ensuring a fully inclusive and open environment that provides opportunities for everyone to contribute to Facebook’s success

Generous paid time off

A 30-day paid break every five years

Leave programs so that you can take the time you need to care for yourself or your family when you need it

Risks

Integration challenges with WhatsApp could disrupt services if not managed well.

AI tools may face regulatory scrutiny in regions with strict AI regulations.

Reliance on AI could lead to dissatisfaction if complex queries aren't handled effectively.

Differentiation

Kustomer offers a unified timeline view for seamless omnichannel customer service.

The platform provides no-code customization, allowing quick adaptation to business changes.

Kustomer integrates AI tools like KIQ Customer Assist to enhance service efficiency by 45%.

Upsides

Integration with WhatsApp expands Kustomer's reach to over 2 billion users.

Recent $60M funding boosts Kustomer's resources for product and market expansion.

CRM Powered Proactive Messaging improves customer engagement and satisfaction.

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