• Meet with clients to understand their workflows, processes, and CRM requirements. • Document and communicate project requirements to the internal CRM build team. • Manage project timelines, deliverables, and client expectations. • Ensure CRM solutions are implemented according to client specifications. • Act as the primary point of contact between clients and internal teams throughout the project lifecycle.

• Lead project delivery efforts. • Partner closely with clients and internal team members to ensure successful project execution. • Own and drive overall planning and project management with a focus meeting client expectations. • Manage technical-project teams, ensuring client success.

Role Description The Solution Delivery Manager (“SDM”) will lead project delivery efforts. This position will partner closely with clients and internal team members to ensure successful project execution. The SDM will own and drive overall planning and project management with a focus on meeting client expectations. This position requires strong project leadership and communication skills, a capability to manage technical-project teams, and a results-driven attitude to ensure client success. - Manage the Delivery Operations and responsible for overall Service Delivery of a project. - Manage the contract effectively, which includes operations, transition, finance & providing leadership to deliver high-quality service to the client. - Ensure that all targets and deadlines described in KPIs and SLAs are met according to contract & client’s expectations. - Act as a single point-of-contact & escalation point within the customer organization for troubleshooting and resolving all issues arising from delivery-related account activities. - Work closely with the transition team & key client stakeholders to timely address and resolve any transition issues. - Develop strong working relationships with key client stakeholders and proactively address their needs. - Drive Best Practices sharing sessions amongst the teams to augment delivery. - Manage internal/external technical resources for project delivery. - Accurately forecast and manage costs & profitability for the project. Qualifications - Bachelor’s degree in business or related field, or 10 years of industry-specific experience. - In-depth knowledge of monitoring, ticketing and management platform infrastructures. - Strong IT technical and project management skills with excellent customer service skills. - Ability to manage multiple priorities and resources in a dynamic environment across various sites, and organize complex information. - Must possess initiative with strong analytical and problem-solving skills. - Strong familiarity with project management tools and methodologies. - Strong analytical and decision-making skills. - Ability to effectively communicate with customers. - Must display great attention to detail. - Must be comfortable working in a fast-paced dynamic environment. - Excellent verbal, written, and interpersonal skills. - Ability to prioritize and organize effectively. - Ability to work on multiple projects simultaneously. - Ability to work both independently and with others. - Ability to operate in a fast-moving, team-oriented, collaborative environment with tight deadlines. - Proficiency in using MS Office Suite and Windows-based computer applications. Requirements - Salary commensurate with years of experience, technical expertise, and geographic location. - Salary range: $85,000 to $150,000. - Performance bonuses. Benefits - Benefits package that includes 100% paid medical, dental, and vision for the employee. - 401(k) with employer match. - Strong company culture. - Flexible PTO policy. - Flexible working arrangements. - Annual company overnight retreat.

• No programming is required in this position • Work with clients and internal staff to ensure processes are followed, paths are defined, and everyone stays coordinated and organized • Coordinate and organize our team of consultants, solution architects, business analysts, dev leads, developers, UX, designers, QA personnel, and UAT personnel • Ensure that requirements-scope-quote-vetting-dev-QA-UAT-deploy process stays on track, sprints are followed, and proper documentation is kept • Ensure that clients are kept apprised of the project status and materials/information is collected from clients in a timely manner • Define and keep track of project schedules • Setting up and managing project management tools such as Jira • Can understand technically complex projects and business processes • Keep track of project finances such as managing finances, burn rate, setting up budgets, and ensuring we hit our targets • Ensure issues, obstacles, and blockers are identified and overcome • Maintain team efficiency