Job Description: The Project & Support Manager will be the central contact between internal sales, finance and technical teams and our customers. This role will require that you work with vendors, service providers and internal resources to manage the client onboarding, change and support process. Your daily tasks will include coordinating all relevant teams within J2 Software and externally with customers and vendors where required. A primary goal is to ensure that all projects run smoothly and efficiently. You will be the first customer contact post sale and help start the customer along their success journey with J2 Software. A primary responsibility will be ensuring that the entire process of onboarding new customers and changes or additions to their cyber resilience services are seamless. You must be customer service oriented to make sure the customer is informed of all the processes as well as assist with any issues that may arise. Your role will require that you interact with several parts of the J2 Software business, our clients (locally and abroad) and various vendors. You will report into the COO. You will be responsible for, but not limited to, the following tasks: Participate in project design meetings and propose improvements if necessary. Evaluate potential problems and technical issues and develop solutions. Plan and manage team goals, project schedules and new information. Supervise current projects and coordinate all team members to keep projects on track. Manage project-related paperwork by ensuring all necessary materials are current, properly filed and stored. Direct project correspondence by preparing and reviewing memos, meeting minutes and email correspondence. Communicate with clients to identify and define project requirements, scope,and objectives. Adhere to budget by monitoring expenses and implementing cost-saving measures. Create management communication plans and processes. Analyse and develop procedures for management and technical duties. Define project responsibilities with stakeholders. Participate in how budget and staff are allocated for the project. Maintain project time frames, budget estimates and status reports. Sharing relevant documentation and reports with project teams. Providing information and regular support to stakeholders. Being point of contact for various working groups. Developing in-depth understanding of project scope and particulars i.e.,timeframes, financials, outcomes. Ensuring resources and equipment are always available. Understanding formal escalation and review processes. Providing support to project managers and business leaders when requested. Thorough project documentation. Creating and reviewing of reports. Continuous updates of J2 Software's CRM system for complete customer success visibility.Required Skills & Experience: Formal qualification in the field is preferable, but not a requirement. Minimum 5 years of Project Management and Support experience in the implementation of services and solutions. Proven achievement as a Service/Project Coordinator or similar role. Proficient skills in Microsoft Office, including Microsoft Word and Microsoft Excel. Excellent customer service and problem-solving skills. The ability to work to strict deadlines and run several projects at the same time. The ability to build relationships and coalitions within the community. Excellent interpersonal, verbal and written communication skills. Excellent customer service, problem-solving and critical thinking skills. Strong work ethic and service skills. Strong record-keeping and analytical skills. Excellent organizational skills and attention to detail. J2 provides a competitive salary, medical aid as well as retirement and risk benefits for all permanent staff.
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