Customer Success | Professional Services Project Specialist

Audubon, PA
Posted on September 07

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.

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