Project and Customer Success Manager

$74,500 - $77,500/Yr

University of North Carolina - Chapel Hill, NC

Part-time,Full-time - Mid Level

Remote - Chapel Hill, NC

Educational Services

About the position

The Project and Customer Success Manager at the University of North Carolina at Chapel Hill plays a pivotal role in managing projects that enhance the university's mission of raising private resources to support students, faculty, and programs. This position is situated within the University Development Office, which is dedicated to providing leadership and centralized services to all development offices throughout the university. The successful candidate will utilize established project management methodologies to ensure the successful completion and transition of projects, while also developing and executing change management strategies. This includes crafting communication plans, creating and maintaining end-user documentation, and monitoring feedback for continuous improvement. In this role, the Project and Customer Success Manager will act as a liaison between the Digital Innovation team and end users, facilitating communication and addressing any issues that arise. The position requires close collaboration with various teams, including the Associate Director of Marketing Automation, the CRM team, finance and business operations, Business Intelligence, and campaign teams. The manager will also work alongside frontline fundraisers, annual giving, marketing, events, engagement, and donor relations to ensure that all projects align with the university's goals and enhance the overall donor experience. The ideal candidate will possess a strong background in project and change management, with a proven track record of managing digitally-focused projects. Excellent communication and interpersonal skills are essential, as is the ability to work effectively with a diverse group of stakeholders. The position may offer a hybrid work arrangement, allowing for a partially remote work location, while requiring the employee to reside within a reasonable commuting distance of Chapel Hill, NC.

Responsibilities

• Manage projects using established methodologies to ensure successful completion and transition.
• Develop and execute change management strategies.
• Craft communication plans and create end-user documentation.
• Monitor feedback for improvements and act as a liaison between the Digital Innovation team and end users.
• Collaborate with various teams including marketing automation, CRM, finance, and campaign teams.
• Work closely with frontline fundraisers and donor relations to enhance user satisfaction and engagement.

Requirements

• Master's degree and 1-2 years' experience; or Bachelor's degree and 2-4 years' experience; or a combination of related education and experience.
• Experience in a project or change management role.
• In-depth understanding of project and change management strategies with a strong track record of success in managing digitally-focused projects.
• Excellent written and verbal communication, interpersonal skills, and analytical abilities.
• Demonstrated knowledge of effective strategies for working with a diverse, cross-functional group of stakeholders.
• Ability to independently manage multiple projects with competing priorities and adapt quickly to changes.
• Experience driving decision-making in a consensus-driven organization.
• Experience coaching and mentoring others in project management practices.
• Experience in creating end-user documentation.
• Strong customer success orientation with a track record of improving user satisfaction and engagement.

Nice-to-haves

• An advanced degree in a relevant field or a PMP or similar project management certification is preferred.
• Experience in a research university or similarly complex institutional setting, or highly analogous experience from the corporate, nonprofit or government sectors.

Benefits

• Gym membership
• Health insurance
• Retirement plan