Project Manager

Project Manager, Client Services Basic Hat This is a hybrid position that is based out of Clearwater, FL Purpose The Project Manager Client Success, ensures the continuous and successful delivery of all client initiatives, ranging from high-level projects to daily requests and product adoption. They act as the "engine" of the account, managing backlogs and team capacity to ensure frictionless commerce, successful project delivery and long-term account health Job Duties and Responsibilities ? Lead the ongoing prioritization of all client requests, including support tickets, enhancements, and maintenance tasks, ensuring the team is always working on the highest-value items ? Manage the capacity of technical specialists to prevent bottlenecks and ensure a steady flow of deliverables across both project and non-project workstreams. ? Collaborate daily with the Client Success Manager (CSM) to align technical delivery with the broader account strategy and client business goals. ? Identify recurring friction points in the delivery process and implement workflow adjustments to improve team efficiency and client satisfaction. ? Develop and manage project plans for successful completion of projects in coordination with Client Success Manager and clients. ? Coordinate internal/external stakeholders and resources for timely completion of tasks and milestones ? Set deadlines, assign tasks (internal and client stakeholders), and monitor progress of projects and other deliverables ? Track written approvals & sign-off of Level of Effort, design/requirements, and acknowledgements ? Escalate delays, risks, and issues internally as needed (Support issues, project delays, etc.) ? Report on project status and closure to Operations Director ? Maintain project/task management tools (Jira, Confluence, Smartsheet, Google Docs and Excel, etc.) ? Lead calls with VIP clients and communicate with C-level execs The Project Managers first escalation point is to the Client Success Manager if a project or task is appearing to fall behind schedule. The PM can also use their judgement and has the right to escalate to Operations Director, Technical Director, VP Operations, another applicable VP, and/or the CEO as they see warranted to get assistance when needed. Summary The Project Manager acts as a Delivery Manager, driving the continuous flow of both dedicated projects and ongoing business/technical requests to ensure client success. They partner with Client Success Managers to prioritize client queues and resource allocation, maintaining high quality service and frictionless commerce. Their primary goal is to lead communication and manage throughput to ensure the overall health and growth of the client account

Created: 2026-03-09