Project Manager long term

Experienced Implementation & Project Manager – Universell Business Operating Platform Universell is seeking an experienced AI oriented , highly organized, and customer-focused Project Manager to oversee the successful onboarding, implementation, and ongoing coordination of our business operating platform. This role serves as the central point of communication between customers, sales, implementation specialists, developers, support teams, and third-party integration partners. The successful candidate will ensure every project is delivered on time, within scope, and with an exceptional customer experience. This is a fast-paced position requiring outstanding organizational skills, attention to detail, excellent communication, and the ability to manage multiple projects simultaneously. The ideal candidate loves AI and is familiar with AI tools capabilities, thrives in a technology environment, enjoys solving problems, and takes ownership of customer success from initial kickoff through full implementation and beyond. Responsibilities Customer Implementation * Manage multiple customer implementation projects simultaneously. * Lead project kickoff meetings. * Develop and maintain detailed implementation plans. * Coordinate customer onboarding activities. * Ensure all milestones are completed on schedule. * Monitor implementation progress and proactively address risks. * Conduct regular project status meetings with customers. * Ensure a smooth transition from implementation to customer success. --- ## Customer Relationship Management Serve as the primary point of contact throughout implementation. Responsibilities include: * Building strong customer relationships. * Managing customer expectations. * Identifying risks before they become problems. * Providing proactive communication. * Ensuring customer satisfaction. * Escalating issues appropriately. * Following through until issues are resolved. --- Internal Coordination Work closely with: * Sales * Customer Success * Software Development * Quality Assurance * Technical Support * Payment Processing Team * Product Management * Executive Leadership Coordinate priorities across departments while maintaining clear communication with customers. Product Knowledge Become an expert in the Universell platform, including: CRM * Contacts * Companies * Opportunities * Pipelines * Tasks * Activities * Notes ### Marketing * Email Campaigns * SMS Campaigns * Marketing Automation * Forms * Landing Pages ### Communications * Business Phone System * Call Tracking * Voicemail * SMS * Email ### Payment Solutions * Credit Card Processing * ACH * Virtual Terminal * Customer Payment Vault * Payment Links ### Commerce * Point of Sale (POS) * Inventory * Product Catalog * Ecommerce * Orders * Shipping ### Financial Tools * Estimates * Quotes * Invoicing * Recurring Billing * Reporting ### Employee Management * Time Tracking * Scheduling * Payroll Reporting * Internal Collaboration ### Automation * Workflow Automation * Business Rules * Notifications * AI Features ### Integrations Knowledge of integrations with systems such as: * Accounting Software * Payment Gateways * Ecommerce Platforms * Calendar Systems * Email Providers * SMS Providers * API Integrations --- # Project Management Responsibilities * Develop project plans. * Define project milestones. * Track deliverables. * Maintain project documentation. * Manage implementation timelines. * Coordinate training sessions. * Schedule customer meetings. * Document customer requirements. * Manage change requests. * Monitor project budgets when applicable. * Ensure successful project completion. --- # Customer Success Responsibilities * Ensure customer adoption. * Identify opportunities for additional training. * Recommend best practices. * Increase customer engagement. * Promote long-term customer retention. * Gather customer feedback for product improvements. --- # Required Skills * Outstanding organizational abilities. * Exceptional attention to detail. * Strong written communication skills. * Excellent verbal communication skills. * Professional phone presence. * Excellent follow-up skills. * Ability to manage multiple priorities. * Strong problem-solving abilities. * Critical thinking skills. * Ability to prioritize effectively. * High level of professionalism. * Strong interpersonal skills. * Ability to work independently. * Ability to work collaboratively across departments. --- # Technical Skills Experience with: * CRM Systems * Project Management Software * SaaS Platforms * Microsoft Office (Word, Excel, Outlook) * Google Workspace * Documentation Tools * Video Conferencing Platforms * Ticketing Systems * Task Management Systems Experience with payment processing, business software, ERP, POS systems, or implementation consulting is highly desirable. --- # Desired Personal Qualities We are looking for someone who is: * Extremely detail-oriented. * Highly organized. * Customer-focused. * Patient and professional. * Calm under pressure. * Proactive rather than reactive. * Resourceful. * Accountable. * Honest and transparent. * Friendly and approachable. * Curious and eager to learn. * A team player. * Results-driven. * Process-oriented. * Adaptable in a rapidly changing environment. --- # Success Metrics Success in this role will be measured by: * On-time project completion. * Customer satisfaction. * Customer onboarding completion rate. * Product adoption. * Customer retention. * Project documentation quality. * Internal communication effectiveness. * Issue resolution time. * Customer feedback. * Implementation quality. --- # Preferred Experience *10 years in Project Management, Customer Success, Software Implementation, or SaaS Operations. * Experience managing multiple customer implementations simultaneously. * Experience working with business software or enterprise applications. * Knowledge of CRM, payment processing, inventory management, POS systems, marketing automation, or ERP solutions is a significant advantage.