Job Description Omega CRM, a Merkle & Dentsu company, is a leader in Customer Experience services with over 20 years of experience leveraging technology for marketing and driving innovative customer relationships. Main duties * Provide support in the pre-sales tasks of assigned accounts: solution design, estimation, planning, and assumptions. * Share with the project team the client's vision, objectives, and expectations. * Assign and supervise team tasks, managing assignments, vacations, and absences during the project. * Manage project progress to ensure deadlines, scope, and budget are met. * Facilitate change requests to ensure all parties are informed of schedule and budget impacts. * Provide visibility of project progress to the client and Customer Success Manager (CSM). * Lead follow-up meetings and steering committees. * Alert operations management of potential deviations. * Establish communication and risk mitigation plans. * Monitor all incoming and outgoing project documentation. * Ensure project deliverables adhere to quality standards. * Lead project demos for the client.
* Lead the resolution of issues arising from project implementation. * Lead the relationship and pursue customer satisfaction regarding the project. * Ensure project objectives are met. * Evaluate the project afterward and identify successful and unsuccessful project elements. * Responsible for sending customer satisfaction surveys regarding the project. * Identify potential Up & Cross-Selling opportunities for the account. * Lead team retrospectives and identify potential internal improvements. * Participate in the development, training, and supervision of the assigned team, providing guidance to improve their skills. Experience needed * +5 years of experience in Project Management roles, successfully leading Salesforce projects. * +3 years of experience participating in end-to-end CRM implementation processes. * Solid hands-on experience working with Salesforce Service Cloud and Mark