Lead Product Implementation Specialist

Technical Support Requisition ID 4389 Pune, India

Description

The Technical Support Project Manager will be responsible for managing key projects and customer engagements. This will include handling communications across multiple teams, solution vendors, and customers. The main focus will be to manage all customer escalations in relation to product defects, feature requests, ticket review, and executive reporting.

Close coordination is required between various team: Operations, Development, Quality Assurance, Sales, and Product Management. The right candidate must have excellent organizational, communication, leadership, and customer relationship skills. This candidate will establish proper expectations with customers, drive speedy resolution within schedule, and communicate status throughout the organization.
The Technical Support Project Manager will be responsible for managing key projects and customer engagements within Qualys Customer Support.

DUTIES AND RESPONSIBILITIES:

Confirm and document impact, priority, and timelines
Create detailed and thorough project plans with realistic timelines
Organize and conduct necessary meetings for effective execution of projects
Establish working relationships with key stakeholders internally as well as with customers
Drive teams to complete tasks quickly and cleanly within project timelines
Establish proper expectations within the organization and customers
Facilitate necessary communication between internal teams and customers
Provide thorough and timely status updates within the organization and customers
Understand and facilitate technical discussions with customers
Prioritize tasks, projects, and reporting
Serve as a point of escalation for projects and deployments
Responsibilities will span teams in North Carolina, UK, and India

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

5+ years of experience in project management
Must have excellent organizational and documentation skills
Must have excellent verbal and written English communication skills
Must have exceptional interpersonal and presentation skills

EEO Employer/Vet/Disabled