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Project Manager 3 (Customer Success & Solutions Manager)

Job ID: 26-01444
Pay rate range - $60/hr. to $66/hr.
Schedule: Fully remote, Mon - Friday (in some cases, weekends and after hours are needed depending on project needs)

Job Description:

Top skills:
Communication/soft skills, Learning aptitude, Project Management

KEY RESPONSIBILITES/REQUIREMENTS:

Job Summary
This role serves as the primary point of contact for strategic customers, ensuring they achieve their desired outcomes with our hardware and software solutions.
The CSSM will serve as the subject matter expert for Client Solutions and drives adoption, retention, and expansion by building trusted relationships, understanding customer goals, and aligning our technology and services to deliver business value.
This role will act as the primary point of contact for support escalations and will have responsibilities supporting key customers solution deployments.
This role bridges technical expertise with business acumen — empowering customers to optimize their investment and maximize ROI across the full lifecycle of our products.

Core Responsibilities
General Duties and Responsibilities:
• Develop and execute business plans to support and expand specific products and customers of interest
• Coordinate with multiple workgroups to ensure business tasks are completed
• Project Manage solution deployments for key enterprise clients
• Create new processes or modify existing as needed to support the business.
• Act as the escalation point of contact for major issues and manage to contracted SLAs. Owning client facing and internal communications and resolution timelines
• Attend and support Client and/or partner, customer events related to work scope
• Domestic and some international travel may be required.
Customer Relationship Management
• Serve as the designated post-sale contact for assigned enterprise customers.
• Develop a deep understanding of each customer's business model, technical environment, and strategic objectives.
• Build and maintain strong relationships with key stakeholders — from technical users to executives.
• Project manage solution deployments for key enterprise clients
• Support regular business reviews (QBRs) to showcase success metrics, service adjustments and improvements, and identify new opportunities.
• Assist and coordinate with workgroups to achieve mutual success, such as Install team, Content team, Customer Service team, etc.

Adoption & Engagement
• Guide customers through onboarding, implementation, and best practices to accelerate time-to-value.
• Partner with Solution Architects, Support, and Product teams to resolve challenges and optimize configurations.
• Proactively identify and mitigate risks to customer satisfaction or retention.
• Drive customer education initiatives to ensure proper use and awareness of product capabilities.
Operational Excellence
• Maintain accurate records in CRM and success platforms (e.g., Salesforce, Miro, Confluence, etc).
• Track key performance indicators (KPIs) such as Net Retention Rate, NPS, Churn, and Adoption Rate, On-time delivery, Content error rate, SLAs
• Develop and document repeatable success playbooks and lifecycle strategies.
• Heavy focus on process engineering and process improvements for Client solutions

Required Background & Experience
Professional Background.
• 5+ years in a customer-facing role (Customer Success, Account Management, or Technical Account Management) within a hardware/software or SaaS company.
• Proven experience managing enterprise or strategic accounts with complex technical solutions.
Skills & Competencies
• Strong understanding of enterprise IT environments (networking, storage, cloud, or device ecosystems).
• Ability to translate technical details into business value for executive stakeholders.
• Excellent communication, presentation, and negotiation skills.
• Data-driven mindset with experience using CRM and Customer Success platforms.
• Highly organized, proactive, and adept at managing multiple priorities.
• Practice and implement continuous improvement

Preferred Qualifications
• Must have current and relevant knowledge in Digital Signage Industry
• Bachelor degree in a related discipline with relevant managerial/sales experience/operations in a related digital signage business.
• 3+ years of experience in business development/sales channel program, marketing operations or IT operations management
• A track record of building and maintaining excellent client relationships, leading to sales growth and successfully achieving targets.
• Ability to discern the proper amount of AI usage in work products and deliverables
• Highly organized and detail-driven, with the ability to prioritize competing demands, track numerous customer initiatives, and ensure successful project completion
• Business/Task/Project oriented mind set – must see tasks to completion
• Excellent presentation, people, communication in oral and written and non-verbal skills
• Demonstrated public relations and presentation skills
• Experience of working in and collaborating effectively in multi-site, virtual and cross-cultural contexts
• Candidate must be a self-starter and be able to prioritize work efforts and deliver results on schedule. Proactive, flexible and adaptable personality
• Ability to travel up to 40% of the time Candidate must be willing to work hours beyond normal schedule in conjunction with Client teams located internationally. May require additional hours to accommodate project requirements.
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