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Technical Delivery Manager (Charlotte, US)

Passport

About the Role:

As a Technical Delivery Manager, you will be responsible for the overall delivery of solutions for some of Passport’s most intricate and complex client opportunities. You will be engaged during the sales process for enterprise accounts, providing them a dedicated level of program management throughout their engagement with Passport. You will be engaged during the implementation process and beyond, to oversee and coordinate work activity across numerous teams in Passport and across third party vendors involved in solution delivery for our clients.

You are responsible for clear and timely communication to Passport clients, and the oversight and delivery of development initiatives for your clients. You are the indispensable resource to your clients, acting as their liaison for project delivery within Passport.

You partner directly with Enterprise Sales representatives, and Client Success Executives to provide senior experience and presence to large, enterprise-level clients. You work side by side with senior Solutions Engineers to design end-to-end solutions for Passport’s enterprise clients and ensure those are delivered per timelines and expectations that you set and manage with the client. You will work, as needed, with Project Managers during the Implementation phase of the project on any non-standard project requirements.

If you love a good challenge, are experienced in managing enterprise-level engagements, are driven by solving unique client needs, and have a passion for driving customer satisfaction with your work, you have found the right place!

Responsibilities:

  • Identification of key business objectives for your clients, including RFP and proposal review and translation into discrete needs
  • Versed in Passport’s SaaS products and solution offerings, you augment the design and solution recommendations being provided by Solutions Engineers
  • You bring a consultative presence to your projects, counseling your clients on the solution options and delivery paths that are aligned to best meet their business objectives
  • Management of scope of client-directed projects from inception to closure. You set and manage client and Passport expectations, participate in the definition of solutions, and own the creation of accurate project plans, delivery schedules and budgets
  • You coordinate resource allocation and needs in a manner that is transparent to clients, though essential to timely and accurate delivery. You prepare project teams for kickoff and ensure effective completion of project milestones
  • Project scope oversight and management is your domain. You control project scope and utilize change orders when there are adjustments to client needs
  • Own the technical delivery of a project, manage technical tasks at a granular level, follow up with key stakeholders and client; proactively identify risks in delivery and manage
  • Own the technical part of communication with the client, update the project team members on a regular basis and clearly escalate issues to the necessary stakeholders
  • Collaborate with internal team leads, partner teams and clients to define deliverables, roadmaps, and additional documentation
  • Overall budget responsibility for client-directed software investments
  • You are accountable for risk mitigation for Passport and the other service providers who may be involved on projects for your clients
  • An ally to the Sales and Client Success teams, you listen to your client and identify potential sales opportunities and relay those back to your counterparts in a qualified and timely manner

About You:

Simply put, you adept at being an air traffic control coordinator for Passport projects - you know what it takes to be successful in a fast-paced, regularly changing, and sometimes high-pressure environment. You learn quickly, and operate in a calm, cool, and collected manner. You work through ambiguity like a champ. You have incredible time management skills and always find a way to prioritize things in the right order to ensure your internal and external partners are satisfied.

You are able to take complex situations and boil them down to simple requirements and action plans. You work well with lots of different personalities and can bring people together to solve problems with ease. People enjoy working with you, your teammates respect you, and your clients are regularly impressed by you. You are not afraid of challenging situations or aggressive deadlines and know how to navigate carefully during challenging client conversations.

You constantly set the bar high with your daily work and your project portfolio, and then raise the bar higher. You always hit your deadlines. You have a propensity towards continuous improvement and love to figure out the scalable solution. You own the details. You are always thinking a few steps ahead. You listen, collaborate, take note of alternate viewpoints, and implement the best solutions. You can communicate with the best by being clear, concise, and listening.

You read the books, you’ve followed the blogs, and as someone committed to striving for the best, you’re excited to contribute to Passport’s amazing growth goals by joining our team.

Qualifications:

Required:

  • 5+ years of Project and/or Program Management experience, 8+ years preferred
  • At least 18 months project management experience in parking industry
  • Experience working in a fast paced and flexible environment a must
  • Bachelor’s degree
  • Excellent communication (written, verbal, and listening) and organizational skills
  • Expert time-management and resource planning skills
  • Demonstrable experience in leading and delivering multiple complex projects simultaneously, including milestone and budget control
  • Ability to think on your feet and outside-of-the-box—adaptability is key
  • Thoughtful listening and creative problem solving skills
  • Experience working in a matrixed environment and the ability to navigate complex organizational structures
  • Ability to proactively anticipate project roadblocks, timeline issues and determine to create solutions for data/technology workstreams
  • Ability to coordinate resources across multiple departments and projects, managing conflicts and collisions in priority
  • Experience being a senior point of escalation for clients, operating with Director or C-suite level contacts when escalations have occurred
  • Expert negotiation, verbal and written communication, and presentation skills
  • Experience with requirement gathering and analysis
  • Ability to articulate technical and business concepts to diverse audiences
  • This role is not expected to have formal coding or technical experience, however the need to grasp the impacts of solution design concerns, and the management of those is essential
  • Ability to travel up to 25% of the time

Preferred:

  • PMP certification is strongly preferred!
  • Experience with software development and delivery in an Agile environment is a strong plus
  • Experience in transportation and/or parking industry is a strong plus
  • Experience working with large scale, government-based clients, especially in familiarity with RFP processes

About Us:

Passport is transforming mobility management for cities, empowering them to create more livable and equitable communities. Passport enables clients to facilitate digital payments and control their curbsides through a mobility software platform. Trusted by 1,000 cities, universities and agencies, including Chicago, Toronto, London, Los Angeles, and Miami, Passport is one of the fastest-growing companies on the Inc. 5000 and Deloitte Technology Fast 500 lists. Passport is backed by Rho Capital Partners, H.I.G. Growth Partners, ThornTree Capital Partners, Bain Capital Ventures, Grotech Ventures, MK Capital, and Relevance Capital. For more information, visit passportinc.com.

Passport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.

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