Summary:

Reporting to the Customer Success Officer, the Associate Delivery Project Manager is responsible for leading the successful delivery of customer solutions for assigned customers. This role establishes and maintains strong business relationships with customers and takes a proactive approach to issue resolution.

The Associate Delivery Project Manager (ADPM) is a technical PM analyzes current challenges and solutions to maximize customer satisfaction. The DPM will manage GPS project deployments with the Altruista U.S. and Altruista India technical teams and contribute to building the brand of Altruista Health in support of its GuidingCare® platform.

Essential Duties and Responsibilities:

• Works directly in Jira managing tickets and ensuring the project scope is documented and understood, providing client and executive status reports in Smartsheet
• Leads the successful delivery of GPD projects and solutions serving as the primary customer advocate
• Focuses on continuous improvement in delivery processes for efficient and high-quality delivery to customers
• Serves as point of escalation on all delivery related customer issues, escalations, and complaints to course correct
• Ensures all open requests include documented status from supporting teams as work progresses (defects, releases, etc.)
• Proactively manages the day-to-day relationship with the Customer(s) /Customer representatives to ensure a high level of satisfaction
• Coordinates the requirements and demands of the Customer and effectively prioritizes, communicates, and allocates the work to the appropriate internal stakeholders
• Effectively prioritizes the demands of the Customer and works issues to resolution to reduce ticket volume and reduce/eliminate aging ticket volume
• Engages with cross-functional teams as and when required to ensure Customer needs are met
• Ensures timely delivery and accuracy of regular ticket and management reports for Customer
• Requests and attends review meetings, as needed, to ensure swift delivery
• Leads customer meetings with all levels of stakeholders and effectively communicates status
• Administers change requests processes
• Works closely with project team resources to drive the project and proactively manage project risks, issues, and scope adjustments.
• Ensure adherence to standard processes, drive adoption of the ticketing system, and SCRUM practices.
• Closely collaborates with Release Management and SCRUM Masters to meet Customer priorities
• Implements the appropriate governance & escalation models for all the projects/assignments.
• Keeps team apprised via project plans, meetings, and discussion minutes of project tasks identified, tasks to be completed, and work not completed
• Drives efficiencies through implementation of Lean framework
• Other duties as assigned

Required Skills: 

• Bachelor’s degree in Information Technology, Computer Science, Business or related field or equivalent work experience
• 5-7 years’ overall SDLC / SaaS experience with at least 2 years of experience in Project Management
• Experience in handling end to end delivery of IT Software projects and products
• Strong in Scope Management, Change Management with good negotiation skills
• Experienced in stakeholder management (Internal and external), managing customer expectations & satisfaction delivery to Quality and Schedule
• Must have strong Customer interfacing skills with a demonstrated ability to influence and consult with stakeholders (provide options with pros, cons, and risks) to solve business processes and technical problems.
• Proven success against delivery KPI’s (e.g., customer satisfaction adherence to SLA’s)
• Strong Leadership, Inter-personal and decision-making skills
• Strong presentation and communication skills
• Ability to provide a high level of customer service to internal and external stakeholders
• Jira and Smartsheet knowledge preferred