Global Support Experience Project Manager, Pax8
$99-125k
+ Non-Commissioned Bonus Plans or Variable Commission + Stock Option Eligibility
Marketplace for cloud-based business solutions
Be an early applicant
Marketplace for cloud-based business solutions
1001+ employees
Be an early applicant
$99-125k
+ Non-Commissioned Bonus Plans or Variable Commission + Stock Option Eligibility
1001+ employees
Company mission
To be the world’s favourite marketplace for technology professionals to buy cloud products.
Role
Who you are
- At least five (5) years of experience in global project management, ideally within a SaaS or technology-driven environment
- Proven track record of managing complex, cross-functional projects across multiple regions
- Experience working in or with global support organizations, particularly with MSPs, is a plus
- Strong understanding of ITIL processes and how to apply them within a support organization
- Ability to understand and communicate technical concepts effectively to both technical and non-technical stakeholders
- Familiarity with the SaaS marketplace and the needs of Managed Service Providers (MSPs)
- Ability to mentor and guide support professionals and partners, fostering a collaborative environment of learning and growth
- Experience in leading teams or initiatives and holding individuals accountable for delivering results
- Strong written and verbal communication skills with the ability to communicate clearly and effectively with all levels of the organization
- Ability to present complex information in a clear, concise, and engaging manner
- Exceptional organizational skills with the ability to manage multiple priorities and projects simultaneously in a fast-paced, ever-changing environment
- Strong attention to detail and ability to ensure high levels of accuracy and quality in all deliverables
- Strong analytical and problem-solving skills
- Ability to identify root causes, devise actionable solutions, and implement improvements
- Compassionate Candour—We aim to assist others with candid, actionable feedback
- Seek to Understand—Be open, curious and committed to learning
- We Before Me—Actively collaborate and seek out diverse perspectives to ensure a win for Team Pax8
- Do What You Say—Take ownership and honor your commitments; prioritize and deliver
- Light Up Learning—Be brave and try new ideas; be vulnerable and share your failures so everyone can learn from our mistakes
- Driven by Passion—Connects personal passion to Pax8 mission, resilient in face of adversity and uncertainty in pursuit of mission
- Bachelor’s degree in business, information technology, or a related field (or equivalent practical experience)
- Project Management certification (e.g., PMP, Agile) is a plus
- ITIL certification is highly desirable
What the job involves
- We are looking for a talented Global Support Experience Project Manager to join our dynamic team and own a variety of strategic projects that will drive the effectiveness, efficiency, and quality of our global support initiatives
- This is a high-impact role that will be pivotal in ensuring the success of our customer support function and its ability to scale alongside our rapidly growing global operations
- As a Global Support Experience Project Manager, you will be responsible for leading, managing, and executing a portfolio of strategic support projects aimed at improving the overall support experience for our global partner base
- You will work cross-functionally with support teams, product management, engineering, and other stakeholders to ensure that all aspects of global support projects are accurately executed, properly reported on, and aligned with broader business objectives
- You will be the key driver of the continuous improvement of global support processes, ensuring consistency and alignment with industry best practices, such as ITIL, while leveraging technical acumen to guide decision-making and optimize support operations
- Additionally, you will mentor and guide support professionals and external partners to ensure successful project delivery
- Project Leadership: Own and manage a portfolio of global support projects from initiation through execution and delivery, ensuring that all projects are completed on time, within scope, and meet business objectives
- Stakeholder Collaboration: Work closely with cross-functional teams (Product, Engineering, Sales, and Customer Support) to identify and define project requirements, manage expectations, and ensure alignment with strategic business goals
- Enablement & Training: Develop enablement programs for internal support teams and external partners to ensure they have the tools, resources, and knowledge to deliver excellent service. Provide ongoing mentoring and guidance to support professionals, both internally and within the MSP ecosystem
- Performance Reporting: Establish and maintain comprehensive reporting mechanisms to track the success of support initiatives. Provide regular updates to leadership on project progress, key performance indicators (KPIs), and opportunities for improvement
- Risk Management: Proactively identify and mitigate risks to the successful execution of projects. Ensure that potential issues are addressed before they impact timelines, resources, or project outcomes
- Customer-Centric Focus: Act as the voice of the partner, ensuring that support solutions and project deliverables align with the needs and expectations of MSPs and their end customers
- Continuous Improvement: Drive a culture of continuous improvement within the support organization by analyzing trends, identifying gaps, and initiating projects to enhance the overall partner support experience
Application process
- Expected Closing Date: 01/24/2025
Our take
Cloud computing facilitates access to software products without having the computer power required to use them, presenting great opportunities for enterprises to benefit from cutting-edge software. However, managing subscriptions to cloud products can be a convoluted process unique to each software product, presenting the need for a unified accessibility solution.
Pax8 provides an online marketplace for cloud-based software, allowing businesses to order, bill, manage, and provision cloud products within a single place. The marketplace contains a curated catalogue of cloud providers, a license management dashboard, demo infrastructure and tools for billing and invoicing, ultimately ensuring that users do not need to navigate outside the platform to manage their cloud software inventory.
Whilst many of the services provided by Pax8 are already included in cloud software applications, the company has made the smart move of partnering with software providers such as Bam Boom Cloud to unify all management tools into a single platform. By ensuring companies can browse, purchase, and manage cloud solutions within the marketplace, the company aims to increase accessibility and minimise complexities associated with cloud computing.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Apr 2022
$185m
LATE VC
Jan 2021
$96m
LATE VC
Total funding: $336m
Company benefits
- Non-Commissioned Bonus Plans or Variable Commission
- 401(k) plan with employer match
- Medical, Dental & Vision Insurance
- Employee Assistance Program
- Employer Paid Short & Long Term Disability, Life and AD&D Insurance
- Flexible, Open Vacation
- Paid Sick Time Off
- Extended Leave for Life events
- RTD Eco Pass (For local Colorado Employees)
- Career Development Programs
- Stock Option Eligibility
- Employee-led Resource Groups
Company values
- Innovate: Finding creative solutions means challenging the status quo and embracing diverse perspectives and experiences to fuel new ideas
- Elevate: We lift others, ourselves and our work through a supportive culture and continual investment in our knowledge and skills
- Advocate: Praise is openly given, shared and received, ensuring that everyone’s contributions are seen and recognised
- Celebrate: We celebrate team members’ unique backgrounds, experiences and skills – in the knowledge that their expertise and insight enable us to constantly evolve
Company HQ
Bristol, UK
Articles
Leadership
John Street
(CEO)Experience as CEO, Chairman and Founder of MX Logic from 2002 to 2009. CEO and Chairman of MSBiotec from 2009 to 2018.
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