Duties & Responsibilities:
Pillar 1 — Project Planning, Execution & Delivery
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Develop comprehensive project plans covering scope, timeline, resource allocation, dependencies, and risk assessment.
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Monitor project progress against baseline and proactively identify issues or risks before they impact delivery.
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Implement corrective actions and change management to keep projects on track across scope, schedule, or resources.
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Coordinate internal resources and third parties/vendors to ensure project completion.
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Apply industry best practices, techniques, and standards throughout the project lifecycle.
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Monitor and handle Change Requests required for project implementation.
Success Metrics and KPIs: on-time delivery rate, schedule variance, budget variance, quality of deliverables, number of escalations resolved within SLA.
Pillar 2 — Client & Technical Account Management
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Establish and maintain strong, trust-based relationships with clients and stakeholders.
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Effectively communicate project status, progress, challenges, and risks to all parties.
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Manage customer expectations and address concerns proactively.
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Proactively engage with Premier Customers and Partners to ensure alignment on project goals and implementation.
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Oversee Premier customer onboarding for new solutions, manage customization requests, and ensure a smooth handover process.
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Represent Premier Customer interests when discussing feature requests and product issues with Engineering; track and prioritize feature requests, code improvements, and bugfixes.
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Assist with the implementation of new solutions, deployment of packages, hotfixes, and upgrades; perform post-upgrade service availability checks.
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Guide Premier Customers in adopting Constructor Tech best practices, including risk assessments and health checks.
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Maintain availability during Premier Customer business hours to provide timely support.
Success Metrics and KPIs: customer satisfaction (CSAT) and Net Promoter Score (NPS), retention rate, feature request cycle time, onboarding completion time.
Pillar 3 — Incident Management, Quality & Reporting
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Own all support incidents and requests submitted by Premier Customers and drive them to resolution.
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Coordinate escalations and conduct post-incident reviews and root cause analyses (RCAs) on Premier Customer demand.
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Ensure adherence to quality standards throughout the project lifecycle and implement quality improvement initiatives.
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Retain Premier Support Customer CSAT and NPS through outcome-driven activities; own Service Levels and other KPIs per contract terms.
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Report on Premier Support Customers - including trend analysis, current health status, and manager-defined KPIs - on schedule or on demand.
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Keep customer information up to date and shared as internal knowledge content.
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Participate in support-related activities and handle non-premier support tasks per manager’s request.
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Continuously build practical experience with Constructor Tech products and related software solutions for education and science.
Success Metrics and KPIs: incident resolution time, escalation rate, CSAT/NPS targets, SLA adherence per contract, quality audit results.