Benefits
U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time. Additional paid sick leave is also provided if required by state or local law.
Summary of Position:
The Director of the Global PMO oversees the Global Project Management Offices across all Denali entities. They will develop, maintain, and oversee governance, team leadership, monitoring, prioritization, communication, and quality controls to meet current and future business objectives. There will be a key focus on creating, organizing, and implementing various strategies that support customer success, engagement, and long-term client retention. They will partner with leadership from all cross-functional teams to solve, model, and operationalize organizational and customer-facing process or system enhancements that result in an elevated experience and value for all parties.
Essential Functions:
• Intake, define, and prioritize vision from executive leadership to create deployable models that support the organizational objectives.
• Ensure team leaders understand their role and are appropriately supported to facilitate their objectives.
• Facilitate team management, including but not limited to: performance reviews, audits, coaching, professional development, and any ancillary adjustments required to meet our objectives.
• Manage escalations, record trends, bridge cross-functional teams, create customer experience enhancement initiatives, and monitor the progress of those initiatives to completion.
• Regularly communicate with executive leadership on customer satisfaction status, risks, and mitigation strategies.
• Evaluate and analyze customer requirements into executable milestones.
• Coordinate effective reporting and communications to cross-functional team leadership regarding progress. This includes but is not limited to planning, barriers, risks, and quality indicators.
• Be an expert in portfolio, program, and project team management including dynamics of virtual teams, matrix reporting relationships, and cross-functional resource identification and allocation.
• A focus on helping customers realize business value based on the services Denali is providing their organizations
• Must exhibit strong customer service skills, Denali product (services) knowledge, and business acumen demonstrating the ability to deliver value to customers.
• Improve customer onboarding and accelerate adoption and utilization of services
• Customer Success playbooks and templates to help the team work with customers to drive strong engagement based on trust and credibility
• Development of customer analytics to demonstrate value
• Evaluate the customer journey lifecycle stages to Identify where technology vs human interaction are required to optimize the customer experience and satisfaction (high volume routine interactions vs high touch)
• Drive proactive and prescriptive customer action to renew, expand and advocate
• Educate customers on use cases and best practices
• Revenue-focused content, training, and capabilities (i.e. engagement analytics, in-call coaching, conversation intelligence, opportunity analysis and health scores)
• Proactively guiding customers to value
• Continuously monitoring customer health to drive action
• Customer Success KPIs
Competencies:
1. Efficiency and Effectiveness
2. Strategic Focus
3. Change Management and Innovation
4. Problem Solving and Decision Making
5. Team Member Professional Development
6. Effective Communication
7. Tenacity
8. Conflict Management, Negotiating, and Influencing
9. Listening and Translation
Work Environment:
This position is based in a professional office setting and regularly utilizes workplace technology, including computers, smartphones, multifunction printers, cloud-based filing systems, and collaboration tools.
Physical Demands:
This role requires physical capabilities that support the successful execution of key responsibilities. The employee regularly engages in verbal and written communication with colleagues and clients to address project-related inquiries and must be able to convey accurate information clearly and efficiently. The position involves remaining seated at a workstation for approximately 75% of the time, with occasional movement throughout the office to access equipment, supplies, and shared resources. Daily tasks include consistent use of computers and standard office technology such as keyboards, printers, and multifunction devices. The role also involves transporting equipment boxes weighing up to 25 pounds within the building and to other offsite locations as needed for project support.
Required Education and Experience:
Bachelors Degree 10+ years of experience
Qualifications:
• Excellent project planning, resource alignment, and escalation management capabilities
• Demonstrated experience in consensus building
• Strong problem-solving skills to proactively identify potential issues, and development of corrective action plans
• Collaborative team player that can identify personal style differences and manage relationships
• Effective communicator and influencer
• Displays exceptional verbal, written, and listing for understanding skills. Strong ability to tailor communication style to specific audiences
• Displays ethical work habits every day and in all situations. Conducts work with uncompromised personal integrity, “common sense”, and a sense of right and wrong – regardless of the situation
• Strong ability to build and maintain rapport and trust by building strong relationships with direct team, leadership, stakeholders, and clients
• Technical expertise to marry customer’s technical requirements with Denali services capabilities
• Business acumen to understand customers' priorities and business objectives with the ability to translate Denali services into a strong value proposition
• Ability to identify and evaluate customer touchpoints, define experience and improvement
• Development of playbooks, templates, and workflows
• Strong verbal and written communication skills
• Ability to understand sales processes and have a commercial discussion with a customer
• Utilization of analytics to drive utilization, adoption, and upsell
AAP/EEO Statement:
3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.