Overview The Project Manager is responsible for the maintenance and support services for all our clients. This is a Jr. Project Management role that focuses on website management, updates, support requests, and SLAs. The role utilizes a Kanban style management board with a growing set of existing clients. This role is accountable for their department's resource management and client requests. This is a Jr Project Management position, and some on-the-job training is provided. There are opportunities for advancement. Qualifications + Atleast 5 years Experience with Wordpress and/or Drupal Content Management. + Some project management experience. + Strong customer service-oriented and product-oriented mindset. + Impeccable communication skills. + Empathetic and compassionate with people. + Organized and motivated. + Ethical and trustworthy. + Ability to effectively self-QA your work and others work. + Ability to take initiative and be proactive with workload. + Ability to take, give, and discuss constructive criticism. + Strong rational thinking, logic and critical reasoning, and analytical problem solving skills are a must. + A sense of humor. Responsibilities + Customer service. Nothing else is more important than ensuring our customers have the best possible experience. As such, we expect our Support Manager to be intelligent, empathetic, and compassionate communicators. + Work with each site's CMS to perform content updates based on client requests. + Investigate technical issues reported by clients or other team members. + Support requests should receive a human response within 2 hours of receipt. + Client support service oversight and management: + Managing support requests with the technical team. + Total task, ticket, and project ownership, from opening to closing. + Identify and manage Billable vs non-Billable support tasks. + Review and manage project documentation for accuracy and completeness. + Demonstrates understanding of Project Management processes, strategies and methods. + Account management for support clients: + Achieve Project Objectives as laid out in Approved Proposals and Tickets . + Plan Ticket/Project scope and Keep Approved Proposals and Tickets within scope. + Effectively uses organization resources for managing Projects and Support. + Project Planning: Analyze, plan and develop requirements and standards in reference to billable projects. + Gather and Manage Assets from Clients. + Gather and Manage Assets from Team. + Review project documentation for accuracy and completeness. + Demonstrate understanding of Project Management processes, strategies and methods. + Enforce team standards of time logging, communication, and performance. + QA work before presentation to clients. Communication and Standards + Available to co-workers and clients during regular business hours, 9 am to 5 pm CST. + Effectively lead team throughout project and task lifecycle to achieve outlined objectives. + Weekly/monthly/quarterly updates with clients with ongoing projects; detailed, scheduled reports on measurable items, such as milestones and deliverables. + Attend regular technical team meetings to determine progress and address any questions or challenges regarding projects. + Work with Technical Leads and Architects to determine outcome based scope as needed. + Determine and define clear deliverables, roles and responsibilities for staff members required for specific projects or initiatives. + Enforce team communication standards with ticket descriptions, comments, handoff meetings, chat, phone and acceptance criteria. + Be empathetic and compassionate with people. + Ability to take initiative and be proactive with workload. + Ability to take, give, and discuss constructive criticism. + Ethical and trustworthy.