Project Manager, Restaurant365

• 5-7 years of experience in software implementation, project management, or services deployment in a SaaS environment (preferred experience in project management related to restaurant/hospitality industry and organizational change-management consulting)
• A history of servicing large, complex organizations with complex tech stacks, including working with Fortune 500 brands and Enterprise projects
• Strong organizational, communication, and leadership skills, with the ability to manage multiple Enterprise projects simultaneously
• Technical proficiency with project management software
• Successful candidates are innovative, persuasive, and creative, with a genuine curiosity in their clients’ business
• Goal and results oriented, optimistic, smart, value-added mindset, proactive and easily adapts to change
• Strong empathy for customers AND passion for project management and organization

Desirable

• The Project Manager (PM) will manage internal and external resources to successfully deliver service engagements on time, in scope, and on budget
• This role is a balance of independent work, owning and developing multiple new accounts at a time, managing client expectations, and driving continuous improvement
• The PM will partner with Implementation Managers, Integration teams, Sales counterparts, Product, and other Customer Success team members to help clients onboard and grow
• The PM, Enterprise Implementation, will work with both Brands at the Enterprise level and clients whose size places them in the Enterprise category
• A successful PM has a consultative mindset and will apply best practices and solutions to each client based on their individual business processes and goals
• The PM is instrumental in developing roll-out strategies, managing resources, and executing against their project plan to fulfill the project scope
• The PM will deliver industry, technology and change management thought leadership while encompassing R365 core values: Solve Problems – Together, Share Positive Vibes, Love Good Food, and Relentlessly Seek Greatness
• Our Implementation team is solely focused on ensuring clients are well supported, educated, and fully adopted on our platform
• To build successful relationships with our team and clients, client onsite travel and company event travel may be required up to 25% of the time
• Project coordination and resource management: Act as the primary liaison between Enterprise clients and internal teams, facilitating the project flow using Agile methodologies while efficiently managing resources, achieving customer go live dates, staying within project scope, and evaluating project timelines to meet objectives
• Client engagement and communication: Directly engage with Enterprise clients to understand their operational needs, ensure access to necessary resources and support, and foster strong relationships and high satisfaction levels
• Documentation and knowledge sharing: Maintain comprehensive documentation ensuring all stakeholders, internal and external, are informed of project progress, supporting continuous learning and process improvement
• Quality assurance and performance monitoring: Focus on key performance indicators such as Time to First Value (TTFV) and client satisfaction, utilizing data to report on project outcomes and drive improvements. Collaborate with Product teams to ensure software meets quality standards and client expectations
• Remote collaboration: Ensure communication and project management practices are optimized for remote engagements, providing the highest level of support through diligent and proactive communication
• Continuous Improvement: Seek feedback and updates on software and industry developments to enhance the implementation process, creating templates to ensure standardization where possible. Develop working knowledge of product offerings, and a deep understanding of business model, services, emerging technologies, and Implementation best practices
• Risk Management: Proactively identify and mitigate potential risks, implementing lessons learned to minimize future escalations
• Escalation Handling & Client Relationship Management: Serve as the first point of contact for escalations, employing problem-solving skills to resolve conflicts efficiently. Build and maintain positive client relationships, turning challenges into opportunities for satisfaction and trust in Restaurant 365