The Project Manager (PM), manages multiple clients’ for new implementations and post-launch eCommerce IT optimization roadmap, driving our client’s exciting business goals and leading innovation in the eCommerce industry, using a variety of delivery methodologies (Agile/Waterfall) and managing multiple development teams located internationally. The project manager also oversees InLife services working closely with our Service and Support team, to ensure the Service Level Agreements (SLAs) are being met for incident and problem management, monitoring, and more.

The PM will be our client’s main point of contact, working closely with our Delivery Lead and Client Success Director to ensure Tryzens are providing a high level of service and delivering high-code quality projects on time and to budget. Our clients are our partners, and we value ourselves on the strong partnership we build with each client, with the PM role as an integral part of this relationship.

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.