Onboarding - Offboarding Project Manager

ABOUT SOURCEPASS

We are Sourcepass, an IT consulting company (MSP) that has been providing network support and solutions for our clients since 2001. We create and deliver innovative IT services, cloud computing, and security solutions that match the right technologies to specific industries and business strategies. We strive to provide top quality IT services to our clients so they can focus on the productivity and profitability of their business.

We have been named by Channel Futures as one of the world's 501 most strategic and innovative MSP's for the past 6 years and awarded Top Workplaces in 2020 and 2021 by Newsday! Pretty cool right? We like to think so!

WHY JOIN US?

At Sourcepass we are focused on growing our team members and giving the proper tools for success. We support and highly encourage professional development. We seek to be a cultivating environment for new ideas and suggestions with an opportunity to collaborate with world class team members.

We have an exciting opportunity to join our amazing team of 500+ staff as an Onboarding – Offboarding Project Manager.

Feel free to check out our website at www.sourcepass.com to learn more about us!

POSITION SUMMARY

We are seeking a skilled Onboarding - Offboarding Project Manager to join our Professional Services team. The ideal candidate will have experience in project management within the IT industry. As the Onboarding and Offboarding Project Manager at Sourcepass, you will play a crucial role in ensuring seamless transitions for our clients as they onboard to or offboard from our services. You will be responsible for coordinating and executing the onboarding and offboarding processes, managing client expectations, and ensuring high levels of satisfaction throughout the transition period. The salary for this position is $60,000+ (negotiable based on experience).

RESPONSIBILITIES

• Manage multiple onboarding and offboarding projects simultaneously, ensuring all deadlines are met and deliverables are achieved
• Coordinate with internal teams to ensure timely provisioning of services and resources
• Collaborate with cross-functional teams, including sales, operations, and technical support, to deliver exceptional service to clients
• Act as the primary point of contact for clients during the onboarding process, addressing any concerns or questions promptly
• Track and report on key performance metrics related to onboarding and offboarding processes, identifying trends and areas for improvement
• Conduct regular check-ins with clients to ensure their needs are being met and expectations are being exceeded
• Coordinate training and guidance to clients on how to effectively utilize our services and maximize value
• Coordinate with internal teams to ensure the smooth transition of services and data during the offboarding process
• Ensure all client data is securely transferred or disposed of in accordance with regulatory requirements and company policies
• Collaborate with clients to understand their business requirements and translate them into project plans and objectives
• Act as a liaison between clients and internal teams, facilitating communication and ensuring alignment on project objectives
• Develop and maintain project plans, schedules, and budgets, ensuring adherence to deadlines and resource limitations
• Monitor project progress, identify, and mitigate risks, and implement corrective actions promptly
• Identify and mitigate project risks, escalating issues to senior management as needed
• Communicate project status, issues, and resolutions to clients and internal stakeholders regularly through status reports, meetings, and presentations
• Conduct post-project reviews to evaluate project performance, identify lessons learned, and implement process improvement

Technical Expertise

• Proven experience in project management, preferably in a client-facing role within the IT or managed services industry
• Possess an understanding of IT infrastructure, including on-prem and cloud environments
• Collaborate effectively with senior system engineers to assess technical feasibility, identify potential challenges, and propose solutions
• Knowledge of IT infrastructure, cloud services, and cybersecurity principles is preferred
• Familiarity of ConnectWise PSA
• Participate in technical discussions

Team Management and Leadership

• Strong organizational skills and attention to detail, with the ability to manage multiple projects simultaneously.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish credibility with clients and internal stakeholders
• Motivate and guide a team of system engineers, fostering a collaborative and productive work environment.
• Assign tasks, delegate responsibilities, and provide clear expectations and support.
• Ensure the project resources are logging their time daily with accuracy and into the correct tickets.

Client Relationship Management

• Build strong relationships with clients, clearly communicating project progress, scope, and challenges.
• Manage client expectations and proactively address concerns.
• Gather and document client requirements and translate them into actionable project plans.
• Present project status and updates to internal resources and clients in a clear and concise manner.

Additional Responsibilities

• Contribute to the development and implementation of project management methodologies and best practices within the MSP.
• Mentor and train other project managers or team members as needed.
• Stay informed about industry trends and participate in knowledge-sharing initiatives.

DESIRED SKILLSET/EXPERIENCE

• Minimum 3-5 years of experience as a technical project manager in an IT environment
• Project Management within a Managed Service Provider preferred
• Ability to read and understand technical documents, i.e., SOW
• Experience working in a services organization with client billable hours requirements
• Proven track record of successfully managing complex on-prem and cloud projects on time and within budget
• Strong understanding of project management methodologies (e.g., Agile, Waterfall) and best practices
• A strong understanding of how to identify Risks within your projects and mitigate them
• Knowledge of IT infrastructure, including cloud platforms, network management, and security
• Excellent communication and interpersonal skills, both written and verbal
• Ability to build strong relationships with clients and stakeholders
• Leadership and team management skills to schedule, motivate, and guide engineers
• Problem-solving and critical thinking skills to identify and address project challenges
• Ability to work independently and manage multiple priorities effectively
• Proven ability to document and share technical information clearly and concisely