Project Manager, Customer Support Tools

Company Profile

At Sand Cherry Associates, we excel in the design and delivery of strategic customer-centric initiatives through digitally native, data-empowered solutions.  Our client’s confidence in us is centered on exceptionally skilled, high-energy talent working with the support of the full Sand Cherry team.  Finding the right match for this role is a critical aspect of continuing that success.

Overview

We are seeking an experienced Customer Support Tools Project Manager to lead the implementation and ongoing deployment of a customer-facing automation platform supporting service activation for our clients customers. This role serves as the primary project management lead, coordinating cross-functional teams, managing delivery milestones, and driving operational readiness to ensure successful product adoption and customer satisfaction. The ideal candidate combines strong project management expertise with experience supporting software deployments, operational readiness initiatives, customer support organizations, and go-to-market programs. This individual will work closely with business stakeholders, product teams, engineering, operations, and customer support organizations to ensure the successful launch, enhancement, and long-term support of the platform. This is a hybrid role that requires 4 days per week in the Stamford, CT office.  All qualified candidates must be authorized to work without visa sponsorship or visa transfers. Please note that we do not work C2C.

Responsibilities

Lead end-to-end project management activities for the implementation and enhancement of a customer-facing service activation platform.

Develop and manage project plans, schedules, risks, dependencies, and executive-level status reporting.

Coordinate multiple workstreams simultaneously, ensuring alignment across business, technology, and operational teams.

Facilitate project governance meetings and drive issue resolution across stakeholders.

Track milestones, deliverables, and key performance indicators to ensure successful project outcomes.

Partner with Product, Engineering, Architecture, and Operations teams to support the build, testing, deployment, and adoption of customer-facing software solutions.

Coordinate requirements gathering, release planning, user acceptance testing, deployment readiness, and post-launch support activities.

Manage dependencies between technical teams and business stakeholders to ensure successful product implementation.

Support roadmap planning and prioritization discussions with product and business leadership.

Lead efforts to establish and operationalize support processes, escalation paths, and organizational structures supporting the platform.

Coordinate the development of support models, workflows, documentation, training materials, and knowledge management resources.

Partner with customer support, call center, operations, and business teams to ensure readiness for customer inquiries and issue resolution.

Define and implement processes for handling customer feedback, enhancement requests, and product-related support needs.

Support go-to-market initiatives and customer adoption strategies related to the platform.

Collaborate with business stakeholders to identify opportunities for process improvement, automation, and growth.

Assist with communication plans, stakeholder engagement, and change management activities.

Monitor customer adoption metrics and recommend improvements to increase utilization and customer satisfaction.

Serve as a liaison between business, technology, operations, customer support, and leadership teams.

Build strong relationships across organizations to drive collaboration and project success.

Provide clear communication and reporting to executives, sponsors, and project stakeholders.