Manager, Client Project Management

Job Description

As a Manager of Client Project Management at SmartRent, you will lead a team of Client Project Managers (CPMs) responsible for driving successful project implementations. Your role is crucial in guiding  and developing your team to delivering exceptional client experiences and ensuring the successful implementation of our products and services and flexibility adjusting processes. Your responsibilities will encompass team management, client relations, quality assurance, knowledge sharing, and process improvement. Your strategic vision will be key in planning project rollouts from a higher vantage point while coaching your team to execute operational tasks effectively at the ground level.

Responsibilities

• Lead, mentor, and develop a team of Client Project Managers, creating a collaborative environment focused on professional growth, consistent execution, and delivery of exceptional client experiences.
• Drive team operations by implementing processes, communicating company and field updates, and managing expenses
• Optimize and maintain team processes, reports, and KPIs to empower the CPM team to consistently meet strategic goals and project deadlines.
• Manage team project assignments by reviewing pipeline data and current project workloads to ensure balanced and effective resource allocation.
• Provide executive oversight for new client implementations, remaining hands-off on daily delivery while actively stepping in to resolve high-risk situations and resolve critical client escalations.
• Maintain comprehensive product knowledge to effectively onboard the team, deliver training on new features, and translate complex technical knowledge into training and documentation.
• Effective cross functional communication with other teams to ensure streamlined and efficient delivery of projects and client expectations
• Set and establish quality standards across all team projects to ensure accurate, consistent, and high quality client deliverables.

Required Qualifications

• 3+ years of experience in project management or a similar role.
• 2+ years of leading teams in a project management role 
• Strong project management and client management skills
• Proficient with CRM or project management solutions (Salesforce, Jira, and Zendesk preferred).
• Excellent written and verbal communication/presentation skills.
• Prior experience leading calls internally and externally.
• Quick learner, you can pick up new platforms and understand new industries quickly.
• The ability to inspire, motivate, and lead by example. Demonstrating and coaching the behaviors and attitudes you expect from your team.
• Showing patience and persistence to help support and guide your team through any unforeseen setbacks.
• Ability to take initiative and identify areas of improvement for team processes.
• A dedication to personal and professional growth, both for oneself and for the team. This involves staying current with industry trends, seeking out learning opportunities and encouraging the team to do the same.
• Empathy and the ability to relate to a customer’s point of view.
• The capability to identify issues, analyze problems, and develop effective solutions. Help team members overcome obstacles and improve their performance.

Preferred Qualifications

• 2+ years of Management Experience.
• Project Management Certification (PMP, CAPM, etc.).
• Experience in Property Management or Multi-Family housing.
• Technical understanding of how smart home devices work and how to install them.
• Hands-on experience with training new customers on software or physical products.

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