fusionSpan is a dynamic, fast-paced hybrid and remote work environment that prioritizes innovation, trust, and community in everything we do. We are a team of highly-committed individuals inspired by technology's impact on society, and we recognize our work's role in the well-being of our nonprofit clients and the communities they serve.
As an AI-first organization, we keep our eyes tuned to the horizon, finding new ways to leverage cutting-edge technologies in ways that drive improvements in operational efficiency and impact, both for our clients and for our internal team.
Role Overview
As a Project Manager within fusionSpan's Managed Services team, you will be a key leader in delivering ongoing support and feature enhancements to our clients. You will serve as the primary point of contact for varied-sized organizations, primarily focusing on Salesforce consulting projects. Your work will be a dynamic mix of planned enhancements and urgent bug fixes for a portfolio of 10-20 clients. Every day is unique, and achieving success demands adaptability, strategic foresight, and a genuine commitment to owning the client relationship completely. The ideal candidate excels in a dynamic environment, is self-driven, a natural problem solver, and possesses a strong ability to prioritize tasks and manage client expectations.
Responsibilities:
- Act as the primary strategic partner and point of contact for a portfolio of Managed Services clients, building strong, trust-based relationships.
- Manage project oversight, ensuring all deliverables meet client requirements and fusionSpan standards.
- When managing large features/enhancements, take primary responsibility for the overall project plan, ensuring timely and on-budget delivery.
- Collaborate closely with Business Analysts, Architects, and Developers to translate client needs into clear requirements, project plans, and accurate estimates.
- Present requirements and estimates to the customer for review and sign-off
- Closely monitor contract hours and manage outstanding invoices.
- Orchestrate and lead regular client check-ins, reporting on progress, budget consumption, and strategic roadmap items.
- Create new Statements of Work(SOWs)/change orders(COs) as needed, coordinating with internal teams for approval.
- Lead a pod of 2-3 Business Analysts assigning based on their skillset and availability, and ensuring their utilization targets are met on a weekly basis.
- Expertly prioritize and manage a dynamic backlog of tasks across multiple clients, balancing urgency and importance to maximize value and team efficiency.
- Proactively identify and manage project risks, issues, and out-of-scope items.
- Manage resource allocation and forecasting for your clients, ensuring optimal team utilization and effective delivery
- Maintain and update project documentation using platforms such as FreshDesk, Jira and Confluence.
- Champion client success by proactively communicating upcoming changes, managing expectations, and ensuring a seamless, high-quality support experience.
Required Qualifications:
- Minimum 5 years of project management experience, with a proven track record of managing technical projects in a consulting or support environment.
- Proven ability to manage a portfolio of multiple projects or clients simultaneously in a fast-paced, dynamic environment.
- Strong understanding of support-based project lifecycles and agile methodologies.
- Excellent leadership, communication (written and verbal), and interpersonal skills.
- Exceptional talent for navigating ambiguity, prioritizing effectively under pressure, and adapting your approach to meet shifting client needs.
- Detail-oriented and highly organized.
- Experience with client management and navigating challenging conversations regarding scope and budget.
Preferred Qualifications:
- Experience with Salesforce or other enterprise CRM platforms.
- Knowledge of Managed Services or IT support models.
- Experience in an entrepreneurial or startup environment.
What We Offer:
- Comprehensive Health insurance
- Supplementary Health
- Drug Coverage
- Paramedical Coverage
- Expanded Dental & Vision
- Life Insurance
- Long Term Disability
- Accidental Death & Dismemberment insurance
- Retirement savings match
- 15 days of paid vacation – increases with tenure
- 10 paid federal holidays
