Project Manager, Customer Success
- San Francisco, CA
The Seller Customer Success team is the largest frontline team at Square, working directly with our sellers to proactively solve customer problems, educate them on how to get the most out of Square, and help improve our products by providing feedback from our sellers to our partners on product teams.
The Customer Success Project Management team is committed to enable the smooth and efficient running of our organization on a daily basis. With offices in the US, Canada, Japan, Ireland, Australia, and Guatemala, we improve both quality of output and cost efficiency of the global organization, while also ensuring timely execution of key strategic projects for the rapidly expanding Customer Success team. As a Project Manager of the Customer Success team, you’ll work cross functionally — within operations, with the broader Customer Success organization, and beyond — to plan and execute on the global mission of CS. The ideal candidate has strong collaboration skills, can connect the dots between business needs and technology solutions, and is passionate about process optimization and new technologies.
Specifically, you will:
Gather and organize information on CS’s largest opportunities for improved efficiency and quality of service; develop project plans with clear scope and deliverables across all impacted functional areas. You’ll play a large part in helping us further define and execute on our global strategy.
Develop deep, mutually-beneficial working relationships with various partners and stakeholders, including: software vendors, internal product & engineering teams. You’ll make sure that roadmaps — on both sides — are prioritized appropriately, and that all teams are in lock step with one another.
Become a subject matter expert on our business processes and technology platforms and propose/execute on improvements through automation and redesign.
Provide seamless change management for projects and programs
Measure productivity or organization impacts and improvements for the Customer Success team and Square
4-8 years of work experience, with a proven track record of executing against successful project initiatives.
Extensive experience documenting cross-functional business and technical requirements (i.e. writing Product Requirements Documents) in a consolidated matter--ready for project execution.
Superb communication skills, both written and verbal, catered towards a variety of stakeholder functions. You’re able to clearly and concisely communicate an idea, or overall project/ program status.
Incredible organizational skills and attention to detail. You’ll hold our partners and key stakeholders accountable to executing against commitments. You’re also able to manage multiple business projects simultaneously, often with competing resources and prioritization.
A keen eye for prioritization and continuous optimization. You have the ability to discern the urgency and importance of work. You seek out creative ways to leverage the full potential of our existing tools, and advocate for novel solutions.
Experience with Excel is needed; experience with SQL and Looker is not necessary, but a plus!