[ref. i61714002] Lead Project Management Officer (PMO) & Customer Service

Job Description

Job Description

Location: Hyderabad

Job Summary:

As a Lead, you will be responsible for managing both areas effectively, collaborating with cross-functional teams, and driving the continuous improvement of processes and workflows.

Responsibilities:

Customer Service Leadership:

1. Customer Lifecycle Management: Lead the efforts to optimize the customer lifecycle, from onboarding to long-term retention, ensuring clients receive the highest level of service and support.
2. Team Mentorship: Supervise and mentor customer service representatives, ensuring they are equipped to deliver exceptional service and handle inquiries and issues with professionalism.
3. Customer Training & Support: Oversee the delivery of training programs for customer stakeholders, ensuring they are confident in using the platform and maximizing its value.
4. Issue Resolution & Escalation: Act as the escalation point for complex customer issues, ensuring prompt resolution and maintaining customer satisfaction.
5. Customer Advocacy: Serve as the liaison between the customer and internal teams (Product/Engineering) to address product-related concerns and drive improvements.
6. Proactive Engagement: Continuously monitor customer satisfaction through periodic check-ins and surveys, addressing any concerns proactively and collaborating with customers to identify opportunities for better engagement.
7. CRM & Documentation Oversight: Ensure all customer interactions, complaints, and inquiries are documented in the CRM system for reference and trend analysis.

Project Management Leadership:

1. Project Coordination: Lead the development, implementation, and tracking of project plans, timelines, and budgets, ensuring that project milestones are met according to scope and deadlines.
2. Team Oversight: Coordinate the work of cross-functional project teams, assigning tasks and ensuring accountability. Foster a collaborative team environment, encouraging open communication and shared responsibility.
3. Risk & Issue Management: Proactively identify and mitigate project risks, escalating issues as necessary. Ensure the project team remains focused on solutions to overcome challenges.
4. Stakeholder Reporting: Regularly update internal stakeholders and management on project progress, addressing any concerns, and ensuring alignment with project goals.
5. Process Improvement: Identify areas of improvement within the project management processes, tools, and workflows. Lead efforts to refine and implement more efficient methods for project execution and customer service delivery.
6. Documentation Management: Maintain project documentation, including project charters, risk logs, change requests, and status reports, ensuring clarity and consistency across all project-related information.
7. Customer-Facing Project Leadership: Oversee customer-facing projects to ensure they align with customer needs, expectations, and deadlines.

Requirements:

1. Bachelor's degree in Business Administration, Project Management, Communications, or a related field (preferred).
2. 3+ years of leadership experience in customer service or project management, with at least 1-2 years in a supervisory or lead role.
3. Proven track record in team management, mentoring, and performance coaching within a customer service environment.
4. Strong communication skills, both written and verbal, with the ability to interact effectively with customers, cross-functional teams, and stakeholders.
5. Project management experience in handling multiple projects simultaneously, preferably with familiarity in agile or other project management methodologies.
6. Proficient in CRM systems, project management tools, and Microsoft Office Suite.
7. Excellent organizational skills with the ability to prioritize tasks, manage deadlines, and deliver results in a fast-paced environment.
8. Problem-solving and decision-making abilities with the capacity to handle escalated issues and make timely decisions that benefit both customers and project goals.
9. Customer service or project management certifications (PMP, PRINCE2, etc.) are a plus.

Flexibility and adaptability are key, as your role will evolve based on changing priorities and demands.

About Us:

Our technologies enable industries to operate more efficiently and effectively while making use of data to predict the future and manage the present by deploying fast and adaptive solutions.

Jukshio is headquartered in Silicon Valley, California, USA with research & development teams extended to Hyderabad, India