Position Purpose:

1. Manage the operational planning, execution, monitoring, and reporting of multiple SaaS product implementation projects simultaneously for customers.
2. Ensure projects run efficiently, meet customer expectations, have high success rates, and are transitioned smoothly.
3. Interface with internal and external stakeholders to steer communication efforts and monitor work across multiple teams.
4. Contribute to continuously improving Zywave project management practices that result in a high-quality customer experience throughout the implementation.
5. Thoroughly scope and execute Statements of Work.
6. Help make Zywave the best in our business.

Responsibilities:

1. Set customers up for success during product onboarding and statement of work engagements to ensure they receive value and adopt their Zywave tools.
2. Accountable for successful project outcomes by having clarity of project goals, scope, resources, work plan, timelines, and deliverables with customer and internal teams.
3. Maintain regular and effective communications with the customer and internal team to ensure prompt and effective implementation and resolution of issues.
4. Build and manage key internal relationships and coordinate work between cross-functional teams.
5. Take ownership for identifying and mitigating project issues and risks to project completion, make recommendations for resolution and ensure that management is aware of these risks.
6. Effectively communicate overall project status, issues, and risks internally and externally. This includes ongoing status meetings and email communications.
7. Manage project to a budget and track resource allocation and hours spent.
8. Ensure cross functional teams and customer adhere to project deliverables and utilize escalation path when necessary.
9. Leverage digital tools such as in-product communications and email marketing automation to help customers through implementation and initial software adoption.
10. Maintain accurate time tracking and record keeping of events.
11. Enable the foundation of a strong partnership by demonstrating prompt attentiveness, a clear grasp of the customer’s needs, and ensuring customer acceptance.
12. Establish customer ROI by placing them in the best position possible to find success using Zywave solutions.
13. Accountable to the overall quality and execution of the project.
14. Manage implementation process to completion, including wrap up, post project review and transition.
15. Assist in the maintenance and continuous improvement of internal processes and deliverables.
16. Keep current on insurance trends and legislative developments that impact our customers
17. Perform other tasks on projects as needed/assigned by management to make Zywave the best in our business.

Qualifications:

1. College degree in business, or related discipline, plus 3 years of Project Management experience managing SaaS product customer implementations.
2. Technical background with knowledge of development and/or IT projects.
3. Strong knowledge of project management methodologies and best practices, including planning, allocating resources, risk management, working in teams, issue management, and documentation.
4. Strong customer service orientation with a proven ability to build and cultivate positive customer relationships with internal and external stakeholders.
5. Advanced verbal and written communications skills in influencing others and relationship building.
6. Reliable organizational skills with the ability to manage multiple projects simultaneously under strict time constraints.
7. Strong meeting facilitation skills.
8. Adaptable to change, and demonstrated ability to thrive in a fast-paced, dynamic environment.
9. Proficient in Microsoft Office and project management tools.
10. Some travel may be necessary, must have a personal credit card for reimbursable travel expenses.
11. Insurance industry and product knowledge a plus.

Company Background

Why pick Zywave? Zywave is a cutting edge, web-based SaaS company that has revolutionized the insurance industry by helping independent agencies leverage technology solutions to grow their business in employee benefits and property and casualty markets. Zywave has been a highly profitable and growing business for over 20 years and is consistently voted a Top Workplace, also earning an award for Milwaukee’s Coolest Office.

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