Senior Project Manager - Managed Services

fusionSpan is a dynamic, fast-paced hybrid and remote work environment that prioritizes innovation, trust, and community in everything we do. We are a team of highly-committed individuals inspired by technology's impact on society, and we recognize our work's role in the well-being of our nonprofit clients and the communities they serve.

As an AI-first organization, we keep our eyes tuned to the horizon, finding new ways to leverage cutting-edge technologies in ways that drive improvements in operational efficiency and impact, both for our clients and for our internal team.

Location: Rockville, MD. Hybrid role with 2-3 days in office.

Role Overview

As a Senior Project Manager within fusionSpan's Managed Services team, you will be a key leader in delivering ongoing support and feature enhancements to our clients. You will serve as the primary point of contact for varied-sized organizations, primarily focusing on Salesforce consulting projects. Your work will be a dynamic mix of planned enhancements and urgent bug fixes for a portfolio of 10-20 clients. Every day is unique, and achieving success demands adaptability, strategic foresight, and a genuine commitment to owning the client relationship completely. The ideal candidate excels in a dynamic environment, is self-driven, a natural problem solver, and possesses a strong ability to prioritize tasks and manage client expectations.

Responsibilities:

• Act as the primary strategic partner and point of contact for a portfolio of Managed Services clients, building strong, trust-based relationships.
• Manage project oversight, ensuring all deliverables meet client requirements and fusionSpan standards.
• When managing large features/enhancements, take primary responsibility for the overall project plan, ensuring timely and on-budget delivery.
• Collaborate closely with Business Analysts, Architects, and Developers to translate client needs into clear requirements, project plans, and accurate estimates.
• Present requirements and estimates to the customer for review and sign-off
• Closely monitor contract hours and manage outstanding invoices.
• Orchestrate and lead regular client check-ins, reporting on progress, budget consumption, and strategic roadmap items.
• Create new Statements of Work(SOWs)/change orders(COs) as needed, coordinating with internal teams for approval.
• Lead a pod of 2-3 Business Analysts assigning based on their skillset and availability, and ensuring their utilization targets are met on a weekly basis.
• Expertly prioritize and manage a dynamic backlog of tasks across multiple clients, balancing urgency and importance to maximize value and team efficiency.
• Proactively identify and manage project risks, issues, and out-of-scope items.
• Manage resource allocation and forecasting for your clients, ensuring optimal team utilization and effective delivery
• Maintain and update project documentation using platforms such as FreshDesk, Jira and Confluence.
• Champion client success by proactively communicating upcoming changes, managing expectations, and ensuring a seamless, high-quality support experience.

Required Qualifications:

• Minimum 5 years of project management experience, with a proven track record of managing technical projects in a consulting or support environment.
• Proven ability to manage a portfolio of multiple projects or clients simultaneously in a fast-paced, dynamic environment.
• Strong understanding of support-based project lifecycles and agile methodologies.
• Excellent leadership, communication (written and verbal), and interpersonal skills.
• Exceptional talent for navigating ambiguity, prioritizing effectively under pressure, and adapting your approach to meet shifting client needs.
• Detail-oriented and highly organized.
• Experience with client management and navigating challenging conversations regarding scope and budget.

Preferred Qualifications:

• Experience with Salesforce or other enterprise CRM platforms.
• Knowledge of Managed Services or IT support models.
• Experience in an entrepreneurial or startup environment.

What We Offer:

• Medical (PPO), dental, and vision plans – 100% covered for employee 
• Long/Short-term disability insurance – 100% covered for employee 
• Life and AD&D insurance – 100% covered for employee 
• 401K with up to 5% matching contribution
• 15 days of paid vacation – increases with tenure
• 10 paid federal holidays
• 12 weeks of parental leave

About fusionSpan

fusionSpan is a fast-paced, high-energy global firm with a highly motivated team. This role will experience high work demands under tight timelines requiring a flexible and adaptable approach to daily priorities. We are open to qualified candidates worldwide even though our job opportunities are posted for a specific region.

Check out our Great Place to Work Certified Badge here.

Our Company Values:

• Trust: We believe trust is the foundation of success, and build it through unwavering integrity, transparency, and open communication. We deliver on promises, address challenges directly, and hold ourselves accountable to excellence in all interactions with clients, partners, and teammates.
• Innovation: We understand that excellence and innovation go hand-in-hand and are committed to developing forward-looking, creative solutions that meet our clients’ evolving needs and move the industry forward. We embrace change, celebrate creativity, and prioritize quality to create a new standard of performance.
• Community: We are a community-first organization committed to creating a culture of collaboration, inclusivity, and respect
  where each voice is heard and all contributions are valued. We prioritize responsible and sustainable practices on our path to positively impact those we serve.