Technical Project Manager
Who We Are
At Firstup, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily.
Our employees are experts in the employee experience, workforce communications and technology.
Joining Firstup means joining a movement to make work better for every worker. As the world’s first intelligent communication platform, Firstup meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote and retain their talent. Our movement has taken root and is evident in our world-class customer base. Now we need your help. Ready to make a difference in the world?
Our Values
Every employee is an owner with responsibility and credit for our progress.
Leadership is in our build and we see change as a catalyst for improvement.
We win as a team, committed to help our coworkers and customers thrive.
Role Overview
The Technical Project Manager at Firstup is responsible for leading and managing post-implementation projects for existing customers on our SaaS platform. This role involves overseeing the successful execution of technical, consulting and strategy projects, ensuring timely delivery, and maintaining strong communication with both internal teams and customers. The Technical Project Manager plays a crucial role in enhancing customer satisfaction by efficiently addressing post-implementation needs and continuously improving the product's performance.
Responsibilities
- Project Management: Lead and manage multiple simultaneously in-flight small projects/assignments/contracts post-implementation for existing SaaS customers, ensuring successful and timely delivery of solutions. Develop and maintain detailed project plans, outlining tasks, timelines, and resource requirements. Collaborate with cross-functional teams, including customer success, product development, and support, to ensure seamless project execution.
- Customer Success Plan Execution: Team up with the Customer Success Manager and Account Manager to create and execute comprehensive success plans for each customer post-implementation, aligning their business goals and objectives. Monitor and assess customer satisfaction, proactively addressing any issues or concerns to maintain a positive customer experience. Provide ongoing support and guidance to customers, ensuring they derive maximum value from the SaaS platform.
- Stakeholder Communication: Effectively communicate project progress, risks, and milestones to internal stakeholders and customers. Conduct regular status meetings and project reviews, fostering a collaborative environment and addressing any challenges promptly.
- Issue Resolution: Identify and mitigate project risks, troubleshooting and resolving issues as they arise. Collaborate with the support team to address technical challenges and ensure a smooth post-implementation process.
- Documentation: Maintain comprehensive project documentation, including project plans, status reports, and customer success plans. Provide training and documentation to customers as needed to enhance their understanding and utilisation of the platform.
- Continuous Improvement: Analyse post-implementation processes and outcomes to identify areas for improvement. Implement best practices and lessons learned into future post-implementation projects.
Requirements
- Bachelor's degree in Business, Project Management, or a related field. PMP certification is a plus.
- Proven experience in project management, preferably in a SaaS or technology-focused environment. Demonstrated success in managing post-implementation projects and driving customer success.
- Exceptional written and verbal communication skills, with the ability to effectively communicate with both technical and non-technical stakeholders.
- Strong customer-centric mindset with a passion for ensuring customer satisfaction and success.
- Ability to analyse complex issues, think critically, and develop effective solutions in a fast-paced environment.
- Experience working collaboratively with cross-functional teams, fostering a positive and productive team environment.
- Flexibility and adaptability to navigate through evolving project requirements and priorities.
- Familiarity with SaaS platforms and a good understanding of technology concepts.
- Strong organisational and time-management skills, with the ability to prioritize and manage multiple tasks simultaneously.
- Proactive and self-motivated approach to problem-solving and project management.
Why Firstup?
Because you care - about people, the work you do, and the connections you make. Work is such a large part of life; it only makes sense to make it awesome.
If you want to engage brilliant minds in a high-growth and inclusive environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind, you could be a perfect fit.
We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally.
Firstup is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.
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