Senior Project Manager - Customer Success

Employment Type: [Not Specified] Location Type: Remote (PST) Salary: [Not Specified]

Company Overview

Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world's most important workflows. Our orchestration, automation, and AI platform enables businesses to operate more effectively, mitigate risk, reduce tech debt, and focus on high-impact work.

Tines serves a diverse range of customers, from startups to public companies, including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson. As an integrator across the entire tech stack, Tines connects with any API-enabled service, enabling our customers to achieve their highest-priority goals faster. Tines is secure and private by design, making it popular with security, IT, and other security-focused teams.

At Tines, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey.

Position Overview

This is a remote role that must be based in PST.

As a key member of our global Customer Success organization, the Senior Project Manager will be focused on leading successful professional services engagements and co-leading enterprise customer onboardings. Your role will allow you to work alongside customers as they onboard and expand their use cases of Tines. You will partner with our Customer Success Engineers (CSEs) and Customer Success Managers (CSMs) to ensure our customers are quickly adopting Tines, are finding value in Tines, and are receiving excellent customer partnership.

Our Project Managers work closely with teams across our organization (CSEs, CSMs, Commercial Operations, Sales, and Product) to ensure we are delivering and supporting our customers' needs.

A successful candidate will pay meticulous attention to detail, live and breathe thorough planning, have a commitment to excellence, and work diligently to ensure timely delivery without sacrificing quality. They will seek continuous improvement, drive progress and accountability, and articulate ideas clearly and precisely. As an early-stage start-up, we're still putting together all of the processes and supports of larger, more mature companies; your input will help us shape them. This role should embody the Tines values of speed, simplicity, and soundness.

Responsibilities

Professional Services Engagements:

• Oversee the successful execution of professional services engagements, managing project scope, deliverables, and customer expectations.
• Collaborate with cross-functional teams to ensure the timely and high-quality delivery of professional services.
• Create, customize, and deliver customer Statements of Work after properly scoping with Customer Success Engineering.
• Run point on managing timelines, communications, change management, and UAT (user acceptance testing) throughout professional services engagements.
• Develop and track actionable and measurable success metrics.

Enterprise Customer Onboarding:

• Project manage onboarding processes in partnership with Customer Success Management for enterprise customers, including organizing technical trainings, providing weekly progress reporting, and helping plan the onboarding of multiple teams and users simultaneously.
• Partner with a Customer Success Manager to review the health of a customer and make suggestions on success plans.
• Help unblock customers and Customer Success Engineers throughout engagements.

Internal Projects:

• Occasionally drive internal projects, like Product Feature Betas, Case Study Interviews, Migrations, or Data Initiatives, and more.

Key Qualities for the Role

• Ability to Execute: You know how to make things happen and work tirelessly to get the job done.
• Detail-Oriented Approach: Demonstrate meticulous attention to detail in all aspects of project management, from documentation to scheduling, to guarantee accuracy.
• Commitment to excellence.
• Drive progress and accountability.
• Articulate ideas clearly and precisely.
• Seek continuous improvement.

Application Instructions

[Not Specified]