Avallone is looking for a Project Manager (PM) with strong customer/stakeholder management skills and experience. This is a great opportunity to play a central role in the evolution of a Customer Success team in a fast-growing, venture-backed SaaS startup within the FinTech/RegTech space.
As PM, your day-to-day primary responsibilities are to manage new customer onboardings - many of which can be complex and/or involve technical integrations (e.g. APIs) - and will include creation and tracking of project plans/Gantt charts and business process mapping (i.e. information and requirements gathering, understanding and diagramming customer's KYC processes - as well as process optimization) - and after your customers are onboarded, to maintain the relationship with the account and to provide customer support as the first line product expert - via regular updates for product development insights - as well as working on upsells and renewals.
In this role, you will be responsible in driving forward the implementation according to the established timelines, collaborating with the customer’s project manager and managing internal/external stakeholders of all types - including but not limited to subject matter experts (KYC), IT / developers, C-level, etc.
You will work closely with our Financial Crime Prevention Support Team and the VP of Financial Crime Prevention and Customer Success - as well as Sales, Product and R&D. You will be the customer advocate internally through product expertise and deep customer understanding. Through this, you will get a unique understanding of financial crime prevention and the Know-Your-Customer (KYC) discipline and the chance to engage with the largest enterprises across Europe across multiple verticals.
As you gain more insights from working on numerous onboardings, you are expected to add to and adjust the existing Customer Success / Onboarding / Project Management processes with recommendations on how to evolve and enhance our customer journey - including creation of documentation for internal standard operating procedures/templates and execution on agreed-to new systems/processes.
- Drive and project manage customer implementations (product and integrations (e.g. APIs)) for large enterprise customers with a deep understanding of their motivations and business drivers.
- Develop and carry out detailed project plans (e.g. Gantt charts) to guide customers through onboarding, adoption and value realization.
- Stakeholder management and reporting - both internally and externally with the customer
- Become a product expert, advising your customers on how to leverage our platform best as well as providing product support when needed.
- Work closely with Product, Sales, R&D, etc. - bringing product development insights to the team and including colleagues into the customer conversations as needed.
- Advocate for and represent the voice of the customer.
- Add-to the existing Customer Success setup based on customer learnings and analysis post-implementation. Formulating recommendations, documenting SOPs/templates and executing agreed-to systems/processes.
- +4 years as a project manager with proven, successfully completed projects with strong, demonstrable stakeholder engagement and relationship management skills.
- Able to create project plans, timelines, Gantt charts (MS Project, etc.) and provide tracking / reporting on project status, KPIs, etc.
- Comfortable with meeting tight deadlines, fast-paced environment and big ambitions.
- High-quality verbal/written communication skills and account management skills with the ability to influence stakeholders ranging from IT Admins to C-suite.
- Strong presentation creation skills (Google Slides) to craft slides that speak to key implementation concepts.
- A customer-centric and empathetic mindset with a strong desire to listen, understand and solve the pain point.
- Strategic mindset with an ability to set long-term customer plans and carry out the short-term actions required to get there.
- Comfortable having account renewal and similar conversations with customers.
- Curious by nature and driven and able to learn new content areas.
- A great team player with a ‘get stuff done’ attitude.
- Fluent in spoken and written English.
Bonus points
- Experience with RegTech, Compliance and/or FinTech SaaS products
- Experience within a start-up turned scale-up turned major success
- Technical knowledge / experience with technical integrations / APIs
- Fluency in other languages spoken in the EU
Avallone empowers companies to eradicate financial crime while building a tribe of outstanding individuals.
