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Position Overview

The Project Manager (PM) is an individual contributor within the Professional Services organization responsible for delivering TraceLink solutions to customers on time, within scope, and within budget according to the applicable Statement of Work (SOW). This role requires developing technical, organizational, consultative, and communication skills, along with the ability to manage multiple concurrent customer engagements with increasing independence.

Responsibilities

• Manage a portfolio of small-to-moderately complex TraceLink software implementation and partner integration projects in alignment with the TraceLink Professional Services Methodology.

• Support larger or more complex initiatives under the guidance of a PM3, as needed.

• Set up and maintain projects within TraceLink’s Professional Services Automation (PSA) tool, ensuring accurate and timely updates to project data including timelines, milestones, risks, issues, R/A/G status, and timesheets.

• Track and report project status, risks, issues, and overall health to internal stakeholders and customers.

• Monitor project scope and budget in accordance with the SOW; identify scope changes and support Change Order documentation and processing.

• Coordinate with internal technical resources and service partners to ensure project tasks are executed according to plan and department standards.

• Facilitate customer meetings including kickoffs, status reviews, and milestone checkpoints.

• Provide clear, professional, and timely communications to customers and internal stakeholders, escalating risks or issues appropriately.

• Maintain awareness of cross-functional impacts to ensure a smooth customer service experience.

• Contribute to Professional Services process improvements and best practices.

• Achieve customer satisfaction targets for assigned projects.

• Meet individual billable utilization targets.

• Provide structured product feedback and escalate product defects through appropriate channels.

• Stay current on TraceLink product releases, industry regulations, and relevant supply chain trends.

Required Skills and Competencies

Technology

• Working knowledge of Microsoft Office (Excel, Word, PowerPoint, Project, Outlook), Google Workspace tools, Salesforce, and collaboration tools such as Slack.
• Experience working with Professional Services Automation (PSA) tools (e.g., Clarizen or equivalent).
• Ability to manage project documentation, reporting, and tracking tools effectively.

Planning and Organizing

• Strong organizational skills with attention to detail.
• Ability to manage multiple concurrent projects of moderate complexity.
• Demonstrated ability to meet deadlines and manage competing priorities.
• Proactively identifies risks and supports mitigation planning.
• Growing capability to independently manage customer commitments and expectations.

Communication

• Strong verbal and written communication skills with the ability to produce professional documentation.
• Effective meeting facilitation skills for project-level discussions.
• Ability to communicate clearly with customers, technical teams, and cross-functional stakeholders.
• Escalates issues appropriately and in a timely manner.
• Demonstrates active listening and responsiveness to customer needs.

Leadership and Teamwork

• Works collaboratively within cross-functional teams.
• Builds productive working relationships with customers and internal stakeholders.
• Demonstrates ownership and accountability for assigned projects.
• Seeks guidance when needed while steadily increasing independence.
• Shares knowledge and contributes to a positive team environment.

Quality

• Demonstrates a “right first time” mindset.
• Follows established SOPs, Work Instructions, and Professional Services standards.
• Ensures accuracy of project documentation and reporting.
• Raises concerns proactively when quality, scope, timeline, or budget may be at risk.

Customer Service

• Builds and maintains positive working relationships with customers.
• Understands customer objectives and aligns project execution accordingly.
• Can speak competently about TraceLink products and implementation approach.
• May provide limited consultative input within defined project scope.

Required Qualifications

• Fluent in written and spoken English.
• BS/BA degree or equivalent experience.
• 3–5 years of project management experience in customer-facing roles delivering software or technology solutions.
• Foundational project management training or certification (PMP, PRINCE2, CAPM, or working toward certification preferred).
• Willingness and ability to travel domestically and internationally as needed (up to 30–40%).

Preferred Skills and Qualifications

• Experience in SaaS implementation or enterprise software deployment.
• Knowledge of supply chain processes including distribution, logistics, warehousing, or serialization.
• Experience working in regulated industries such as Life Sciences.
• Additional language skills (Spanish, French, Italian, or German) are a plus.