Under the direction of the Implementation Manager, the Senior Customer Success Project Manager is responsible for the successful completion of complex or key client project initiatives and provides occasional assistance or mentorship to other team members. This includes initiation, planning, design, execution, monitoring, documentation, controlling and closure of project interfacing with internal and external stakeholders. Manages assigned projects with time-bound deliverables including projects with high levels of complexity, assigned to key clients, or aligned with current and future product offerings Defines, develops, and governs comprehensive internal and client facing project schedules and work plans, as well as helps facilitate or participate in all relevant meetings and actions to complete projects assigned Owns end to end project performance from initiation through deployment, ensuring milestones are met and keeping internal stakeholders informed Predicts and proactively requests resources needed to reach objectives, while managing resources in an effective and efficient manner Directs and executes client-facing product transitions, ensuring minimal disruption, strong adoption, and alignment with business and customer outcomes Plans and executes new product roll outs & product deprecation with appropriate ImageTrend stakeholders Identifies, assesses, and mitigates project risks, designing and implementing proactive risk management and contingency strategies for assigned client service initiatives Supports leadership to understand and address team resourcing needs, and optimizes and improves processes and overall approach for existing processes Serves as project manager for smaller products that don’t require full-time management and provides project assistance or coaching to other colleagues on the team as assigned Establishes and maintains comprehensive project documentation, ensuring accuracy, compliance, transparency, and knowledge transfer across teams Partners with Data Specialists to plan and coordinate large-scale data initiatives, ensuring data quality, compliance, and alignment with regulatory and organizational standards Travels to orientation, industry or company events, or other onsite meetings as required Performs additional duties as assigned

This role offers a key opportunity to lead and manage proposal development in a dynamic, fast-paced environment, supporting business growth and client engagement. Coordinate the end-to-end RFP process, ensuring content is accurate, compliant, and compelling. Collaborate across multiple teams. Emphasize organization, creativity, and strategic communication. Focus on meeting deadlines and producing high-quality proposals. Serve as a central connector of information, supporting project managers, technical specialists, and creative teams. Allow for remote work, providing flexibility while maintaining strong cross-functional collaboration.

• Assister le pôle Opérationnel dans la planification, la coordination des opérations • Participer à l’élaboration des plannings et au suivi des étapes clés • Réaliser des veilles sur les tendances du secteur • Contribuer au respect des objectifs fixés • Participer à la communication interne et externe de l’entreprise • Soutenir l’équipe dans l’organisation d’événements

• Manage direct mail production for 4–7 nonprofit clients, depending on scope and cadence • Oversee the full production lifecycle, from bidding and specifications to final mailshop setup • Execute quality control on mockups, proofs, data counts, personalization, and insertion setups • Develop and manage detailed production schedules using Excel-based formulas tied to mail dates • Draft specs and package grids for client approval and submit final materials to suppliers • Manage the bidding process, evaluate costs, and provide clients with recommendations • Reconcile campaign bids to budgets to ensure financial accuracy and alignment • Collaborate with printers, mailshops, and production partners to communicate specs, timelines, and expectations • Analyze production efficiency and recommend cost-saving strategies, including program pricing and vendor negotiations • Review campaign outlines and mail plans to ensure production elements align with overarching program strategy • Assist with reprojections and budgeting by assessing prior and upcoming production expenses • Serve as a steady, proactive partner to internal teams and clients to ensure projects are delivered error-free, on time, and on budget