The mission of the Software as a Service (SaaS) Implementation Project Manager Team Lead is to successfully manage the implementation of Software as a Service product(s) for EBSCO customers while also supporting up to 4 project managers who are doing the same. This role will balance individual project work, with ongoing coaching responsibilities with employees. The Team Lead will leverage their project experience to mentor and guide their team to provide the highest levels of quality assurance, customer support, and satisfaction during the implementation process. This is a highly visible role within the organization requiring a combination of project management, technical, interpersonal, and leadership skills to be successful.
This remote position is U.S.-based only (excluding U.S. territories)
Own all day-to-day operations for individual SaaS Implementation projects, including collection and delivery of project specific artifacts and data, customer facing communications and status reports
Create and manage project schedules that have multiple tracks, including detailing dependencies, deadlines, and other information that may impact delivery and/or quality of project
Manage, support, and mentor/coach Implementation Project Managers (IPMs) by monitoring daily activities, scheduling resources and assignments, and acting as an escalation point within the team to ensure competent delivery of Software as a Service Products
Manage and monitor the team's workload and assist in coordinating efforts with other SaaS Implementation Managers to assign project work to complete SaaS set-ups
Partner with Sales and the Sales Operations Group to set priorities, expectations, and provide support for questions and escalations
Maintaining bi-weekly one on one meetings with direct report to review open cases and workload
Establishing bi-annual objectives for all direct reports and ensure IPMs are meeting metric and quality goals
Taking an active role in the SaaS Implementations process improvement initiatives by owning and delegating improvement projects as needed
Facilitating communications and liaison activities with EBSCO staff, developing regional training plans, documenting territory priorities, and ensuring that IPMs are collaborating with their Sales and Support counterparts in order to optimize customer satisfaction
Your Team
You will be welcomed as a member to the SaaS Implementations Team, a team working with customers around the globe to implement EBSCO SaaS Products, such as FOLIO, EBSCO Discovery Service, OpenAthens, and more. Our team enjoys the flexibility and greater work life balance working remotely offers. There will be ample resources, tools, training, and support to ensure your success as a Implementation Project Manager, Team Lead and your development and career growth at EIS.
5+ years’ experience managing projects in a fast-paced software/technical environment, with 2-3 years’ experience in supporting customers using web-based services
Excellent interpersonal skills. Must demonstrate a proven track record of collaborating in a team environment and examples of the ability to build strong working relationships with both internal and external partners
Excellent written and verbal communication skills. Must be able to communicate with a wide variety of audiences ranging in skill set (highly technical to non-technical) and experience (individual contributors to executive management), cross-organizationally and with external partners
Must be able to create and deliver presentations as well as project plans, reports, and other project documents
What sets you apart
Must be organized and detail orientated, with proven project management skills
Able to handle multiple projects at the same time, in a high stress, fast paced environment
Able to effectively communicate both with external and internal customers
Positive attitude, team player able to work well with managers and other departments
Knowledge of EBSCO SaaS products, MS Office, Monday.com
Initiative to identify new, more efficient ways of working and then implementing them
Experience working with international customers and co-workers across continents and cultures
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