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Aline · 9 hours ago

Customer Experience - Project Manager

United States

Full-time

Remote

Mid Level

Aline is a company that bridges senior care and technology, empowering communities to enhance engagement and streamline processes. The Project Manager will ensure a positive onboarding experience for new clients by managing activities and resources, facilitating a seamless transition from initial engagement through data migration and training.

ConsultingInformation TechnologyMarketing Automation

Responsibilities

Serves as project lead for select onboarding projects (as assigned by CX Director), and executes the following functions:

Leads all client calls; main point of contact

Develops and implements a project timeline with the customer

Ensures project requirements are met and delivered promptly

Leads document and data retrieval, including Data Extracts, User Information Forms, Occupancy Board data, etc

Manages the data migration process, acts as an interface between the customer and the data migration team

Serves as project manager for all onboarding projects, and executes the following functions:

Keeps multiple, concurrent onboarding projects on schedule by building strong relationships and maintains on-going and frequent communication with key company and client stakeholders

Creates and maintains key documents for all onboarding projects, including Onboarding Timelines, Onboarding Guides, and Data Migration Summaries

Manages and implements all project milestones

Initiates and schedules Kick-Off calls with the customer

Completes Post-Kick Off call action items, including calendar invites and follow-up communications

Coordinates and schedules all key project milestones, including kick-off calls, data discovery calls, and trainings

Ensures receipt and completion of customer action items and documents, including Data Extracts, User Information Forms, Occupancy Board data, and Customer Discovery

Ensures timely setup of integrations (i.e. APFM, Caring.com, Company Website, etc.) by coordinating with the customer, Aline teams and third-party partners

Manages and ensures delivery of all current customer data request projects (i.e. "postlive" projects), including data imports, updates, and appends

Manages and leads all database transfer, merge, and split projects

Leads all client calls; main point of contact; interfaces between customer and Development team

Develops and implements a project timeline with the customer and the development team

Ensures project requirements are met and delivered promptly

Leads document and data retrieval, including User Information Forms

QA database transfer/merge/split and communicate issues to the Development team

Qualification

Data MigrationProject ManagementSoftware LearningAnalytical SkillsInterpersonal SkillsCommunication SkillsTime ManagementAttention to Detail

Required

Ability to learn new software applications

Excellent written, verbal, and interpersonal skills with detailed documentation abilities, i.e., formatting, proof-reading, editing and writing skills

Ability to clearly communicate to employees within all levels of the organization (diplomacy and flexibility are essential)

Strong, tactful, and persuasive communication skills and the ability to maintain confidentiality

Detail-oriented with strong analytical and problem-solving skills

Strong work ethic, professionalism, self-motivation, and time management, with high focus and attention to detail

Work in a fast-paced environment with time-sensitive projects and meet tight deadlines to minimize disruption to project delivery