Customer Project Manager, Apac

7 months ago

Kuala Lumpur, Malaysia G-P Full time

At G-P, our mission is to break down barriers to global business, enabling opportunities for everyone, everywhere. With remote-first and diverse teams all around the world, our people are the key to achieving this mission. That's why we trust our Dream Team members with the flexibility and autonomy to do their best and most innovative work, encourage and support their personal growth and career development, and believe in recognition for a job well done.

The work you'll be a part of here will have a positive impact on people and their work/life possibilities around the world. Our industry-leading SaaS-based Global Employment Platform enables our customers to expand and grow into 180+ countries, creating more opportunities for global success - without requiring entity or subsidiary setup. Beyond the power of our platform, we never forget that behind every hire is a human being. And that brings us to you.

Beyond a competitive compensation and benefits package, what we offer to all employees is the clear and simple promise of Opportunity Made Possible. Come expand your skills in new ways and experience the thrill of impacting the way the world works, today and in the future.

**About the role**:
The nature of G-P's business means our customers can require complex strategic support, such as following a merger or acquisition, or bringing onboard or terminating high volumes of Professionals in a short period of time. These projects are often key milestones in the Customer experience journey and require the diligence and organisation of a project manager, with the soft touch and communication of an account manager.

The Customer Project Manager works in tandem with our team of Customer Success Managers, being drafted in to work only on the most strategically valuable projects that will have the biggest impact on the Customer experience. Different than our Customer Success Manager, the Customer Project Manager will not have an ongoing book of business, moving to wherever their time and energy will bring the most value, and simultaneously enhancing our internal efficiencies to ensure we learn and improve from every strategic external project.

**What you can expect to do**:

- Lead strategic and complex projects for G-P's most valuable customers to enable a seamless implementation of G-P's products. Examples of projects may include large-scale onboardings, off-boardings, transfers, and M&As
- Partners closely with the Customer Success Manager to ensure project plan and execution are meeting the needs of the customer and aligned to the customers objectives
- Coordinates internal resources for flawless execution of projects, ensuring SLA's, KPI's and project deadlines are met as well proactively communicating and mitigating risks and issues
- Conducts post-project evaluation and identifies successful and unsuccessful project elements; leads continuous improvement and innovation projects to drive enhancements to customer project management approach
- Develops a trusted relationship with key internal and external stakeholders by delivering consistently responsive and best-in-class customer service; being customer-focused and reliably honouring commitments
- Supports Sales team in prospect discussion regarding M&A and other complex matters
- Proactively and regularly shares success stories with Customer Success Managers to drive greater engagement with other Customers
- Participate in cross-functional projects that impact the evolution of our customer experience, leveraging your experience and best practices to drive projects to completion.
- Contribute to the development of the G-P Platform; design and deploy new tools, processes, policies, and solutions to improve the large-scale transition management to enhance the experience and efficiency
- Proactively builds and maintains a strong knowledge of G-P's product landscape, solutions, and business priorities

**What we are looking for**:

- 5 years of experience in Customer Success, Account Management, Project Management, or another customer-facing role
- Project Management Professional (PMP) certification a plus
- Demonstrable experience in driving complex projects to completion
- Experience with project management and prioritization across multiple accounts at any given time. Strong understanding of project management methodologies.
- Self-motivated with the ability to own and drive initiatives to completion; capable of taking full ownership over their work when required
- Assertive problem-solver who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible; ability to think strategically and execute tactically
- Best-in-class interpersonal skills, with the ability to quickly build rapport and establish trust and understanding of customers and cross-functional teams at G-P
- Best-in-class communication and presentation skills; able to communicate with all levels effortlessly and effectively; outstanding listener and e

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