Technical Project Manager

HERE Technologies - Chicago, IL

Full-time - Mid Level

Chicago, IL

About the position

The Technical Project Manager, also referred to internally as the Customer Success Manager, plays a pivotal role in ensuring the successful delivery, adoption, and ongoing engagement of HERE's technology solutions to customers. This position is integral to maintaining and enhancing customer relationships throughout the entire customer journey, which includes pre-sales, onboarding, adoption, and expansion phases. The team is composed of self-motivated individuals who are dedicated to being the Voice of the Customer, working collaboratively with various stakeholders including customers, engineering teams, and product management to deliver the best location services available in the market today. The role is highly rewarding as it allows the individual to see their work reflected in real-world applications and services that utilize location-based technology. In this role, the Technical Project Manager will oversee day-to-day customer relationships, ensuring that HERE's technology solutions are not only delivered successfully but also continue to provide value over time. The position will focus on key and strategic accounts across various industries, utilizing HERE's products and services to drive customer success. The Technical Project Manager will develop and execute a Success Plan tailored to each customer, aimed at maximizing the value derived from HERE's offerings. This involves high-touch customer engagement and collaboration with stakeholders to manage complex, strategic, and large-scale customer engagements, ensuring successful delivery of product launches and projects. Additionally, the Technical Project Manager will act as the main technical interface for customers, ensuring that their requirements are understood across internal divisions. The role also includes identifying gaps in methodologies and processes throughout the customer lifecycle and driving changes for continuous improvement. The Technical Project Manager will consult clients on opportunities to enhance their Navigation, IoT, and Location-Based Services (LBS) solutions, working closely with HERE Sales Account Executives. This position requires travel up to 25%, both domestically and internationally, to meet with customers and suppliers as needed.

Responsibilities

• Oversee day-to-day customer relationships and ensure successful delivery of HERE's technology solutions.
• Develop and execute a Success Plan to help customers maximize the value from HERE products and services.
• Collaborate with stakeholders and manage cross-functionally to drive complex, strategic, and large-scale customer engagements.
• Provide regular feedback to Product and Sales teams as the Voice of the Customer.
• Identify gaps in methodologies and processes for the customer lifecycle and drive continuous improvement.
• Consult clients on opportunities to improve their Navigation, IoT, and LBS solutions in conjunction with HERE Sales Account Executives.
• Act as the main technical customer interface and ensure customer requirements are understood across internal divisions.
• Travel up to 25% to meet customers and suppliers as needed.

Requirements

• 5-10 years of technical experience (content/data/engineering) with a sales/pre-sales track record or equivalent management function.
• Experience in Customer Success and strong Program Management skills with large enterprise customers.
• Proven experience in all aspects of program management (execution and delivery) involving large cross-functional teams.
• Strong sense of ownership of customer accounts and ability to establish trusted partnerships.
• Excellent consultative, advisory, and organizational skills with strategic thinking and proactive risk management capabilities.
• Strong leadership and lobbying skills with the ability to influence stakeholders outside of one's own managerial matrix.

Nice-to-haves

• PMI/PMP certification
• Experience in location-based services or technology solutions.

Benefits

• Challenging problems to solve
• Work that makes a difference in the world
• Freedom to decide how to perform your work
• Variety in the types of projects you work on
• Feedback to know how well you are doing
• Collaborative and supportive colleagues in an inclusive environment