Senior Technical Project Manager

📋 Description

• • As a Senior Technical Project Manager at Gainsight, you will be at the forefront of shaping the AI-driven future of customer success, playing a critical role in orchestrating the customer journey for the world's most customer-centric companies. You will be an integral part of our services team, reporting to the Senior Manager, Technical Delivery, and working remotely within the United States.
• • This position offers a unique opportunity to directly engage with our enterprise customers, collaborating closely with VP and C-suite executives. Your ability to navigate complex and often ambiguous situations with agility and foresight will be paramount. You will be expected to think on your feet, adapt to evolving client needs, and foster strong, lasting relationships that drive successful outcomes.
• • You will be a key liaison, working alongside Customer Success Managers, Sales, and Solutions Consultants to explore and implement innovative solutions that are meticulously aligned with our customers' strategic objectives and business goals. A high degree of situational awareness, exceptional presentation skills, and a proven history of successful enterprise customer engagement are essential for success in this dynamic, customer-facing role.
• • At Gainsight, our Professional Services team is dedicated to crafting bespoke solutions that empower our clients to realize their vision. We pride ourselves on deeply understanding customer needs, delivering tangible, impactful results, and proactively identifying avenues for their continued growth and success. As a Senior Technical Project Manager, your responsibilities will encompass a broad spectrum of activities designed to ensure client satisfaction and project success.
• • **Customer Relationship Building:** You will be responsible for establishing and nurturing robust relationships with key stakeholders, including VP and C-suite executives. This involves gaining a profound understanding of their business objectives, identifying their unique challenges, and anticipating their evolving needs. Through meaningful and insightful conversations, you will enhance the overall customer experience and drive satisfaction.
• • **Collaboration and Solutions Development:** A significant aspect of your role will involve cross-functional collaboration, both internally with Gainsight teams and externally with client stakeholders. You will facilitate dynamic brainstorming sessions, encouraging the exploration of innovative approaches and the development of tailored solutions that effectively address customer goals and drive value.
• • **Project Management Excellence:** You will lead the end-to-end project lifecycle, from initiation to closure. This includes developing comprehensive project plans, defining realistic timelines, and establishing clear milestones. A critical component of this is proactive risk identification and the creation of robust mitigation strategies to address potential issues. You will serve as the primary point of contact for all internal and external stakeholders, ensuring clear, consistent, and transparent communication throughout the project.
• • **Situational Awareness and Adaptability:** You will need to maintain a keen awareness of the ever-changing client landscape, proactively identifying potential areas of concern and opportunities for improvement or expansion. Your ability to navigate complex, ambiguous, and sometimes challenging situations with confidence and composure will be crucial in driving positive and successful outcomes for our clients.
• • **Presentation and Communication Mastery:** You will be responsible for crafting and delivering compelling presentations to executive audiences. These presentations will articulate clear value propositions, present strategic recommendations, and demonstrate the impact of Gainsight's solutions. Transparent and effective communication with both clients and internal teams is vital to maintain alignment, foster collaboration, and ensure project success.
• • **Driving Continuous Improvement:** You will actively analyze feedback received from stakeholders, both clients and internal teams. This analysis will inform your collaborative efforts with team members to optimize existing processes, identify areas for increased efficiency, and ultimately enhance the overall service delivery experience for our customers.
• • This role is dynamic and the responsibilities may evolve based on the needs of the team and the business. Occasional travel, estimated at 10-15%, may be required for customer onsite engagements, team meetings, training sessions, or company events.