Description:
We’re looking for a full-time Senior Technical Project Manager to join our Services team reporting to the Manager, SEM. This role is a hybrid role based in London, UK.
In this role, you’ll play a key part in driving customer success and expanding Gainsight’s impact by leading large-scale implementations and ensuring our solutions deliver measurable business outcomes. This is a great opportunity for someone who thrives in a fast-paced, client-facing environment and enjoys working cross-functionally with teams like Customer Success, Account Management, and Solution Architecture. The ideal candidate brings strong skills in project management, stakeholder engagement, and strategic problem-solving.
What You'll Do
- Translate customer business requirements into delivery-ready scope.
- Assess customer readiness through CS maturity, data availability, and client resources.
- Execute multi-workstream software and services projects for existing customers, including red-account recovery plans and expansion into new business units.
- Partner closely with executive sponsors to define scope, success criteria, timelines, budgets, and change-management approaches.
- Drive strategic account plans in partnership with Customer Success, Account Management, and Solution Architecture to deliver cohesive outcomes for enterprise clients.
- Track and manage engagement scope; scope, price, and secure approval for change orders as required.
- Develop and maintain detailed project plans and work breakdown structures, leveraging CRM (e.g., Salesforce), PSA (e.g., Kantata), PM tools (e.g., Smartsheet), and collaboration platforms (e.g., Slack, G Suite).
- Produce executive-level status reports, run steering-committee meetings, and communicate progress, risks, and mitigation plans.
- Identify, communicate, and proactively mitigate risks to ensure client satisfaction and successful delivery.
- Build and nurture long-term relationships with VP and C-level stakeholders to drive trust, advocacy, and upsell opportunities.
- Motivate and guide cross-functional, geographically dispersed teams; foster knowledge sharing and continuous improvement.
- Contribute to Professional Services practice development by creating reusable assets, methodologies, and best practices, while staying current with industry trends.
This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role may require occasional travel (10–15%) for customer onsite engagements, and for team meetings, training, or company events. What We're Looking For Must-have skills or experience
- Bachelors Degree (or equivalent experience) and/or 8 years of related experience.
- 5+ years of experience managing enterprise-grade customer engagements in Professional Services, Management Consulting, or Customer Success.
- Proven record of managing multiple concurrent IT/software projects with contract values exceeding $100K, and influencing engagements up to $1M+.
- Exceptional stakeholder-management and relationship-building skills within complex, multi-geographical customer environments.
- Demonstrated success executing expansions and integrations within large accounts aligning delivery to evolving client needs.
- Strong communication, presentation, and consultative skills for technical, business, and executive audiences.
- Proficiency with CRM, PSA, project management, and collaboration tools (e.g., Salesforce, Kantata, Smartsheet, Slack, G Suite).
- Ability to thrive in a dynamic, fast-paced environment with a passion for continuous learning and excellence.
- Project Management certification (PMP, PRINCE2, or equivalent) preferred.