Customer Project Manager

Customer Project Manager at Everything Tech Group

Job Purpose

To successfully plan and oversee the delivery of projects to new and existing customers. To be a positive member of the Everything Tech Group team.

Key Tasks and Responsibilities

Project Management

• To take accountability for the successful planning, delivery and completion of customer projects in conjunction with the Technical teams.
• To ensure projects are delivered to scope, quality, time, and budget.
• To act as the accountable point of contact for all customers throughout the duration of a project, ensuring they receive good customer service and consistent updates.
• To proactively manage projects ensuring issues are resolved and timelines are adhered to.
• To create, complete and produce Customer satisfaction statistics on completed projects.
• To set up and manage projects through the Project Management functionality of our PSA system.
• To complete project and sales administration when required.
• To ensure required stock is procured in time for deployment and within the company’s commercial expectations.
• To provide regular Project reporting and updates to Senior Management as required.
• To manage resources for projects, ensuring availability and capability to result in a successful project.
• To pro-actively support the Senior Technicians throughout project delivery ensuring key timing milestones are adhered to and Projects are delivered on time.
• To pro-actively track the delivery of all hardware and kit required for sales and projects, ensuring any issues are actioned quickly and resolved to avoid delays.
• To organise the delivery of orders taking into consideration the customer need, security, cost, and time requirement.
• To develop and maintain positive relationships with customers, ensuring they receive the highest level of customer service.
• To be responsible for the professional, efficient, and timely onboarding of new customers ensuring a friendly service and regular communication
• To assist the Business Support Team with any purchasing queries.
• To perform any other duties as required to ensure the successful and efficient running of the business.
• To act as an ambassador for the company at all times.
• Responsible for following the companies ISMS while monitoring the performance of it and reporting issues to top management.

Experience

• Led the end-to-end delivery of IT projects, including infrastructure upgrades, cloud migrations, software implementations, and digital transformation projects
• Managed project budgets, resources, timelines, and vendor relationships to ensure successful delivery within agreed constraints
• Experience of working with project governance frameworks, reporting mechanisms, and risk management processes to maintain control throughout the project lifecycle.
• Proven experience of stakeholder management both internally and externally
• A proven experience of providing excellent customer service
• Strong communication skills with the ability to address issues in a professional way to bring about a resolution

Experience, Qualifications, Personal Attributes

• Experience of working with acquisition and merger projects desirable
• A technical background, preferably working for an MSP
• Flexibility to work outside of normal office hours (evenings and weekends)
• Knowledge of common project management platforms
• Strong background in customer service required
• Strong interpersonal and communication skills
• Ability to adapt approach and style to meet specific customer needs and resolve conflict
• Proven influencing skills to enable required outcomes
• Good attention to detail and organisational skills
• Enthusiastic, professional and motivational
• The ability to work to budgets and achieve deadlines
• The ability to work under pressure and make decisions
• Confidential and trustworthy
• Driven, with the ability to work un-supervised
• Team player
• Proactive approach to work
• Positive and proactive attitude
• Ability to prioritise own workload to meet tight deadlines
• Articulate and tenacious
• High attention to detail

Key Relationships

• Group COO
• Head of Project Delivery
• Head of Service Delivery
• Project Technical resources
• Accounts Team
• ETG clients

Valuing Diversity and Inclusion

At Everything Tech Group we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion, or ability.