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Summary
The Associate Professional Services Project Manager manages SMB, Mid-Market, and Enterprise software implementation projects for KnowBe4's Professional Services team, ensuring successful deployment within scope, budget, and timeline while maintaining high customer satisfaction.
Job Description
To learn more about our team and office culture in York, England (UK), visit the following links.
Careers Page: https://www.knowbe4.com/careers/locations/york
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-York-Location-EI_IE969384.0,7_IL.8,12_IC3297365.htm
LinkedIn: https://www.linkedin.com/company/knowbe4/life/uk/
The Associate Professional Services Project Manager is responsible for managing SMB, Mid-Market, and Enterprise software implementation projects for customers as part of the Professional Services team. This role focuses on ensuring successful deployment and implementation of the company's solutions within scope and time constraints while maintaining high customer satisfaction. The ideal candidate will have strong organizational and communication skills, be detail-oriented, and able to work under guidance to drive successful Professional Services engagements.
Responsibilities:
- Manage small to mid-sized Professional Services engagements from initiation to completion, ensuring timely delivery of software implementations within scope and budget.
- Work closely with customers to define deployment goals, technical requirements, and success metrics for Professional Services projects.
- Develop and maintain project plans, timelines, and deliverables for Professional Services engagements, ensuring all stakeholders are informed of progress and potential issues.
- Coordinate with Professional Services engineers and product specialists to ensure smooth deployment and implementation.
- Identify and mitigate risks specific to Professional Services projects, escalating to senior management when necessary.
- Conduct regular project status meetings with customers and internal stakeholders to provide updates on deployment progress and address concerns.
- Manage Professional Services resources effectively, ensuring optimal allocation and utilization during implementation projects.
- Monitor project KPIs and prepare regular status reports on Professional Services engagements for management and customers.
- Collaborate with Customer Success and Technical Support teams to ensure seamless transition from implementation to ongoing support.
- Assist in gathering and documenting customer requirements and feedback during deployments for potential product improvements.
- Ensure comprehensive documentation of Professional Services projects, including implementation details and configurations.
- Participate in post-deployment reviews to capture lessons learned and contribute to process improvements in Professional Services delivery.
- Adhere to established Professional Services methodologies and best practices for project management and software implementation.
- Support the creation of project-related materials such as statements of work and deployment plans specific to Professional Services engagements.
- Maintain a strong understanding of the company's products and services to effectively guide customers through the implementation and deployment process.
Qualifications
- Familiarity with standard concepts, practices and procedures within the IT Security Field
- Ideally educated to degree level and/or with a minimum of 2 years project management experience.
- Experience with Gmail and Google Docs
- Experience with MS Office (Word and Excel)
- Experience with web browsers (Chrome, Internet Explorer, etc.)
- Strong verbal and written communications
- Excellent time management and organization skills
- Problem solving/analysis skills
- Customer/client focused