Project Manager

JOB SUMMARY: Terra Dotta is looking for a qualified candidate to join our Professional Services Team as a Project Manager. This person will primarily answer software questions, manage implementations, perform administrative duties on behalf of clients, and respond to issue reports from clients. A successful candidate will be someone who:

• Maintains a positive, empathetic and professional attitude toward customers at all times

• Team player and motivated by helping others

• Manages deadlines and pushes the team to ensure timeliness

• Has a demonstrated predisposition to take ownership and follow through on tasks

• Flexible juggling multiple projects and does what is necessary to meet deadlines

• Must be adept at learning software platforms

JOB DUTIES AND RESPONSIBILITIES

• Assist new clients with their implementation of Terra Dotta for Study Abroad, Travel Registry or Agreements by understanding business needs and following best practices to meet their needs.

• Evaluates client needs and develops configurations that support business processes.

• Defines and executes on delivery and implementation plans.

• Utilize time management skills, especially familiarity with calendar management and goal setting.

• Communicate with clients via phone and web portal to provide customer support, answer software questions, investigate software issues, and discuss Terra Dotta products and services.

• Maintain client database. Keep detailed records of client interactions and transactions, record details of inquiries, complaints, comments, and actions taken.

• Knowledge of project management processes, such as Scrum and Agile methodologies.

• Plan the project, track its progress and resolve workflow issues.

• Resolve clients' support issues by reviewing and clarifying reported problems via phone, searching the knowledgebase for solutions, replicating scenarios in a testing environment, conferring with coworkers, and communicating solutions.

• Provide software training to customers.

• Compile research in order to successfully refer unresolved client issues to technical staff or management for further investigation.

• Follow standard operating procedures to ensure high quality customer support.

• Monitor and function as first responder to incoming customer support requests via phone, email, and web portal.

• Monitor progress to ensure that clients' problems are dealt with in a timely manner and that team goals, with regards to case resolution, are met.

• Build collaborative relationships with clients.

• Perform additional tasks as requested by management.

Occasional work may be required outside of operational hours including weekends. Occasional travel to client sites may be required.

REQUIRED EXPERIENCE

• Comfortable using computers and G-Suite

• Ability to work independently and in a team environment

• Strong telephone and email etiquette

• Fast learner who enjoys new challenges with a flexible approach to changing work priorities

• Excellent verbal and written communication skills

• Excellent problem-solving and critical thinking skills

• Attentiveness and active listening skills

PREFERRED REQUIREMENTS

• PMP, PgMP, CAPM, and/or comparable project management certifications highly desirable

EDUCATION AND EXPERIENCE

• Bachelor’s Degree in Business Administration or a related field

• 1 year experience working with customer support

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on a computer.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, and accommodations are available for qualified individuals with disabilities throughout the application process. Call 877-368-8277 x190 to speak with Human Resources for assistance.

Terra Dotta, LLC is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, marital status, ancestry or any other characteristics protected by federal, state or local laws.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Supplemental Pay:

• Bonus pay

COVID-19 considerations:
All customers are required to wear a mask, and the Company provides masks, hand sanitizer, and sanitation wipes.

Ability to commute/relocate:

• Chapel Hill, NC 27517: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

License/Certification:

• PMP (Preferred)

Work Location: One location