Project Manager

• Serve as a primary point of contact for assigned client accounts and build trusted, long-term relationships
• Manage and monitor contracted service delivery and ensure commitments are met
• Address client needs and concerns to maintain a 95% client retention rate
• Oversee end-to-end project delivery and ensure on-time delivery against agreed deadlines
• Track work against client Statements of Work and manage scope changes through formal change requests
• Implement Client Success Initiatives and obtain stakeholder sign-off
• Review and update Weekly Project Summary Reports
• Manage monthly budget submissions and forecasting through the Clarity portal
• Review and approve weekly team timesheets and resolve discrepancies
• Monitor contracted growth metrics and coordinate overage invoicing
• Review monthly EBITA and financial files and update the Monthly Ops Tracker
• Maintain 95% or higher monthly SLA/OLA adherence and related documentation
• Monitor SLA breaches and major incidents, coordinating remediation, testing, and validation
• Maintain contract documentation, track contract end dates, and coordinate extensions
• Support proposals for additional client services during contract negotiations
• Develop and maintain RACI and escalation matrices
• Identify upsell and cross-sell opportunities and escalate leads
• Contribute to a 15% increase in referenceable accounts
• Deliver 1–2 AI projects with measurable impact
• Implement quarterly process improvements based on customer feedback
• Pursue project management certification and relevant training

• Proven experience in project management, service delivery, or a client-facing operations role
• Strong understanding of contract management, SLA/OLA frameworks, and financial tracking
• Demonstrated ability to manage multiple client accounts simultaneously with a high degree of organization
• Excellent communication and interpersonal skills with the ability to build trust at all stakeholder levels
• Proficiency in project management tools and reporting platforms
• Experience with timesheet management and budget forecasting processes
• Project Management certification (PMP, CAPM, or equivalent) or active pursuit of certification (preferred)

• Opportunity to contribute to company growth and profitability
• Pursue and complete project management certification and relevant training to enhance professional skills