Description

Ushur is transforming the way enterprises communicate and engage with customers. Fueled by consumer’s self-service demands, enterprises are modernizing customer engagement and experience models. Ushur is fast becoming the platform of choice for Customer Experience Automation™, enabling these enterprises to leapfrog their digital native counterparts and deliver delightful customer and employee experiences. With cutting-edge Conversational AI, Machine Learning and Intelligent Process Automation technologies, Ushur has enabled Fortune 100 enterprises including some of the world’s most well known brands in healthcare, insurance, banking and financial services sectors to automate their customer engagement. Cloud-native, 100% no-code and purely workflow-driven, Ushur empowers citizen developers within business operations teams to build AI-powered, fully-automated and omni-channel experience to digitally transform customer journeys end-to-end. The Role: The Solution Delivery team at Ushur is responsible for driving adoption and value realization for Ushur customers. As Project Delivery Manager at Ushur, you will work in close partnership with our Solution Delivery team, Customer Success Team, and Customers to ensure that customer onboarding and use case delivery is successful and seamless. In addition to strong organizational skills, the ideal candidate will have a customer-centric focus and thrive in a fast-paced environment. Responsibilities:Manage projects end-to-end for our Strategic and Enterprise customers including kickoff, requirements-gathering, project planning, risk and stakeholder management, milestone tracking, launch, and post-go-live supportEffectively manage escalations and scope change and implementation of multi-phased projects including monitoring project quality, timeline, hours allocation, risk, and performanceServe as the single point of contact for customers to manage all project responsibilitiesCoordinate and lead daily stand-ups as well as weekly and monthly status meetings with Customer Business and Technology stakeholdersEngage with senior internal and external stakeholders (e.g., Vice President, Directors, and Product Managers) as a peer, providing subject matter expertiseTrack and manage projects and delivery performance, focusing on customer satisfaction, measurable outcomes, and high qualityManage multiple programs and projects end-to-end using the appropriate project management framework and methodology Skills & Experience Needed Undergraduate technical degree 7+ years of related experienceExperience in managing SaaS projects with a strong command of project management such as phasing, milestone tracking, and driving the customer experience towards successful launchExperience building playbooks, executing against playbook milestones, and project tasks created to improve delivery efficiency and productivityAbility to successfully deliver multiple complex projects simultaneously with strong attention to detailExecutive-level interpersonal, project management, writing, communication, and problem-solving skillsStrong understanding of API connections, carrier integrations, SQL queries, and data transformation as well as technical expertise in reading JSON filesAble to work and communicate effectively with both technical and business stakeholdersCore project management skills, including financial management, project planning, scheduling, reporting, resource management, senior stakeholder communications, and risk managementPMP and/or Agile Certifications or equivalent project management experience25% travel required