Customer Services Project Manager

About the Position:

You will focus on ensuring customer satisfaction and retention by managing customer success projects, collaborating with internal teams, and driving positive customer experiences. This role combines project management skills with a customer-centric approach, aiming to maximize product value and minimize churn. Responsible for the project management, Customer and partner consultant with use of the control room product. from order intake to closure in order to ensure successful completion of all agreed stage gates within the agreed specifications, schedule,

budget and contract. The CSM-Project Manager acts as the primary interface / consultant between all relevant

stakeholders, both external and internal.

Essential Duties and Responsibilities:

• Project Management:

• Manage customer success projects, including planning, execution, and monitoring.

• Review & understand SOWs and project contract to determine time to deliver, allotment of available and required internal and/or third-party resources to various phases of project (people and dollars)

• Perform systems design review along with sales engineering team

• Responsible for coordinating all activities associated with the timely, accurate, and on-budget

• completion of the project, according to established project management procedures using tools Microsoft

• Responsible for leading a Project Kickoff meeting among Sales, Technical engineers, Customer resources, Technical Support mgmt., Finance (as needed), Third Party resources (as needed)

• Responsible for effective communication with customers, including change orders and delivery, and on-site visits.

• Provide regular updates to the Americas CSP/PM management leaders including standard project review and customer activities review meetings

• Review project status weekly to keep it on schedule financially, identify problem areas, and spearhead resolution

• Raise awareness immediately to management regarding potential claims or back charges or any large

• costs that will affect Barco financially on assigned projects

• Ensure that any scope, schedule, cost or change of terms are handled in accordance to stated change

• order procedures.

• Retain responsibility for resolving all project related issues

• Attend weekly team review of all projects and statuses and utilization. Raise any issues to management for escalation

• Prepare project reports as requested by Americas CSP/PM management

• Keep accurate files and records of project status and activities via project workbook, Project Server and plan and change orders

• Monitoring and tracking international logistics, liaison between internal logistics team and customers.

• Customer Engagement:

• Act as a point of contact with customers, addressing inquiries and ensuring their needs are met.

• Maintain and develop strong relationships with customers with direct interaction with focus on improving customers' perception of service, quality, on time delivery, responsiveness, and problem solving

• Respond to communications from customers regarding problems or concerns in a timely and professional manner by returning all phone calls or emails by the end of each business day.

• Drive project results to satisfy customer requirements to increase Net Promoter Score

• Collaboration:

• Collaborate with cross-functional teams (e.g., sales, product, support) to align on customer success strategies.

• Data Analysis:

• Analyze customer data to identify trends, opportunities, and areas for improvement.

• Help customers obtain ROI reporting and realization

• Collect system performance data on customers systems for R&D review.

• Process Improvement:

• Develop and implement processes to enhance customer experience and streamline customer success initiatives.

• Customer Onboarding and Training:

• Guide new customers through product setup, training, and initial usage.

• Customer Relationship Management:

• Nurture customer relationships to build trust and foster long-term partnerships.

• Risk Management:

• Identify and mitigate potential risks related to customer success projects.

• Communication:

• Communicate effectively with customers, internal teams, and stakeholders, providing regular status updates and addressing escalations.

• Upselling and Cross-selling:

• Identify and pursue opportunities to expand customer use of the company's products and services.

• Drive project results to satisfy customer requirements to increase Net Promoter Score

• Travel to various customer / Job sites required (30% of travel)

• Other duties assigned as needed

Requirements:

• Strong project management skills, including planning, execution, and monitoring.
• Excellent communication and interpersonal skills.
• Customer-centric mindset and a passion for customer satisfaction.
• Ability to collaborate effectively with cross-functional teams.
• Strong analytical skills to interpret customer data and identify trends.
• Problem-solving abilities to address customer issues and find solutions.
• Experience with CRM and other relevant tools.
• Ability to manage multiple projects simultaneously.
• Knowledge of customer success methodologies and best practices
• Minimum 3-5 years' experience AV/Video, Video Streaming, Network and software solutions industry is preferred
• College degree in computer science or software engineering or 8 years of work experience.
• Experience in management and implementation of value stream mapping of project management and customer success processes
• Valid and current PMP or CCSM certification is required
• Able to creatively solve problems and analyze complex problems and generate solutions
• Able to deftly coordinate internal and external resources for successful project results
• Effective communication and interaction with employees, clients and colleagues
• Troubleshoot and solve project related issues
• Understand and maintain project budgets
• Effectively manage multiple customers with projects (approx. 20)
• Demonstrate time management skills with attention to detail
• Understand Control Rooms system functionality and installation processes and techniques
• Understand technical and construction documents
• Proficient with Microsoft Office, MS teams, Share Point, Microsoft Project and MS Visio
• Spanish Speaker (desirable)

D&I Statement

At Barco, innovation drives everything we do. We believe that diversity fuels creativity, bringing us closer to our colleagues and customers. Inclusion and equity aren't just values-they're core capabilities that propel us toward our shared goals and mission.

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Nearest Major Market: Atlanta