Customer Success | Professional Services Project Specialist

Infinite Blue is the leading platform for resilience, business continuity and disaster recovery planning and response. We are in search of a Professional Services Project Specialist to join our expanding team. 

We are relentless in our pursuit of customer satisfaction in helping build, mature and maintain resilient organizations.  As a Professional Services Project Specialist, you will serve as the project lead for time-bound projects and services for existing customers and implementations for new customers with the goal of delivering high quality projects that exceed customer expectations and provide a high level of customer satisfaction, adoption, and engagement.  

Essential Functions and Responsibilities

• Provide high quality onboarding and implementation of Infinite Blue applications to new customers. 
• Lead and manage technical project design, initiation, and deployment at a high level of quality. 
• Work with customer to assist them on understanding and completing their deliverables for project success. 
• Engage regularly with customer team on project deployment to ensure high level of customer satisfaction. 
• Collaborate with internal, external and customer teams to deliver high quality solutions. 
• Implement and document customizations and configurations of the IB platforms and applications. 
• Collaborate with Customer Advocacy (account management), Product Management, App Development and other teams on delivering high value projects and services. 
• Conduct root cause analysis and troubleshooting on customer issues and provide solutions. 
• Provide training to customers as required to improve successful adoption. 
• Document resolutions to issues to improve the team knowledge base. 
• Provide feedback to Product Management, Enablement, and other teams to improve products and processes. 

Required Qualifications/Skills

• 1-2 years of technical project management experience or technical customer support experience 
• Strong customer service and organizational skills  
• Strong problem resolution and decision-making skills  
• Good troubleshooting and multi-tasking skills  
• Knowledge of relational databases, HTML, JavaScript a plus  
• A good listener with a proven ability to build relationships with all levels of staff  
• Strong time management skills, attention to detail and outstanding follow-up skills  
• Must have excellent communication skills to be able to troubleshoot effectively over the telephone while being courteous, patient, and professional  
• Able to manage multiple channels of support (phone, emails, voicemail, backlog)  
• Must be dependable with a high sense of urgency  
• Proficiency in English  

Preferred Qualifications/Skills

• Experience with BCM software as an Administrator 
• 3+ years technical project management or technical customer support experience  
• Undergraduate degree in Information Technology, Computer Science or equivalent experience  
• Knowledge of relational databases, Internet technologies and technical infrastructures 
• Working knowledge or certification in KCS (Knowledge Centered Support)  
• MBCP, CBCP, or ABCP designation from DRII, similar designation or experience in BC/DR field 
• PMP, Six Sigma Black Belt or other project management credentials/background 
• Multi-lingual 

Core Values

Infinite Blue has a strong orientation towards these five core values.  Successful employees will demonstrate these capabilities:

• Grit – courage and resolve to achieve our goals
• Agile – ability to reassess and adapt quickly
• Trust – confidence in our services and each other
• One Team – strong alignment and collaboration across the company
• Respect – all team members add value

Company Perks

• Generous Base Salary + Bonus 
• Generous Vacation Package   
• Employee Benefits offered for full time employees and include: Medical/Dental/401K/etc.  

Infinite Blue is an Equal Opportunity Employer.