NeighborWorks America: Working Together for Strong Communities
Purpose of Division:
The National Initiatives Division of NeighborWorks America (NW) is responsible for developing, testing, and managing innovative national programs and services designed in support of the approximately 250 NeighborWorks Organizations with the overall objective of sustaining a network of excellence that creates opportunities for people to purchase affordable homes, improve their lives and strengthen their communities.
In addition, the division oversees grant programs beyond the NeighborWorks Network, including other non-profit and governmental agencies throughout the country. The areas of focus within National Initiatives include homeownership and lending, financial capability, green strategies, community and resident engagement, community stabilization, real estate and the national foreclosure mitigation counseling program.
NeighborWorks America has embarked on a multi-year, large-scale tech product development effort to realign its existing housing counseling services onto the Salesforce platform. This new tech product (NeighborWorks Compass™) will support both industry and NeighborWorks Organizations (NWOs) in achieving greater sustainability, scale, efficiency and impact through operational change.
The Project Manager, Customer Success, will spearhead the project management lifecycle of the NeighborWorks Compass Customer Success team in achieving the goals and meeting the success criteria of the program. The Project Manager is part of a team of business professionals and software developers under the Chief Operations Officer, reporting directly to the Vice President of Operations.
Position Summary:
The primary responsibility of the Project Manager, Customer Success is to work with project leadership in integrating Customer Success related activities as identified by the Senior Director, NeighborWorks Compass Customer Success into the overall project portfolio and schedule. This role will include tracking, documenting, and managing all related activities of customer success elements, including:
- Product Features/Usability
- Customer Experience
- Promotion/Partners
The Project Manager will work in tandem with the tech development team, program leadership and other business owners both internal to the organization and externally within the NeighborWorks network and industry.
Essential Duties/Responsibilities:
- Manage and track Customer Success team’s involvement in the NW Compass feature development and release cycle, including overseeing requirements, user stories and acceptance criteria development, reviewing all Prototypes and end-to-end releases, with a focus on customer usability.
- Document timelines for feature/usability requirements and product development for NW Compass components, including the storefront, How-to guides, support case management, and training infrastructure. Examine future training needs including virtual classroom training and peer-to-peer elements.
- Ensure proper documentation, tracking, and record retention of Customer Success product features, usability requirements, and training material modalities.
- Ensure that all Customer Success project related elements are delivered on time, meet requirements, and are approved by project leadership and other governing stakeholders.
- Ensure all Customer Success work and deliverables follow program governance guidelines and adhere to other business line requirements and standards.
- Lead and maintain the development of Customer Success timelines and integration of timelines into the overall program schedule.
- Lead and manage monthly reporting of identified Customer Success risks and issues impacting timeline status at the Project leadership and Executive levels.
- Work across teams to mitigate potential Customer Success timeline and resource capacity issues.
- Work with project leadership to resolve and reconcile potential Customer Success budget and/or timeline issues.
- Support the development and dissemination of communications and messaging in support of NW Compass. Includes working with PR and Marketing divisions to ensure consistency in messaging to specific audiences. Identify and address bottlenecks and maintain a continual process of improvement. Make recommendations to improve readability and consistency of, and implement approved changes for, various communication templates such as PowerPoint decks, newsletters, emails, etc.
- Work with PR team to ensure that customer success elements adhere to NeighborWorks and NW Compass brand standards.
- Represent the Customer Success team at meetings upon request of the Senior Director, Salesforce Customer Success.
- All other duties as assigned.
Nature of Work Contacts:
Departmental staff, subject matter experts, consultants, NWO leadership and staff
Fiscal Responsibilities:
None
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Required Minimum Qualifications:
(a) Education: BA/BS
(b) Experience: 2-3 years of project management experience on a multi-dimensional project. Experience working within an Agile environment or hybrid, reporting to Senior and Executive management and working across organizational business lines.
(c) Licenses, Certifications: PMP certification, CBAP certification or valid proof of existing scheduled test date within a 3-month time period of job offer.
(d) Competencies, Knowledge, Skills & Abilities: Strong written and communication skills a must. Highly organized. Ability to work in a fast-paced environment managing multiple deadlines. Ability to break work packages into level 3 activities.
(e) NeighborWorks America Staff are expected to demonstrate excellence in the following:
- Sensitivity to racial, gender, sexual orientation and cultural differences
- Effective, respectful, and timely communications with internal and external stakeholders
- Listening effectively, seeks and accepts feedback
- Effective teamwork
- Analytic, thoughtful and strategic thinking
- Considering the mission, objectives, and goals of NeighborWorks and demonstrating an understanding of the impact of her/his/their decisions and behavior on the organization
(f) Technology: MS Office Suite, Agile Scheduling tools, Taskray, Salesforce, Sharepoint, MS Planner, Lucid Charts
Working Conditions:
(a) Travel: 15%
(b) Physical/Sensory Demands: N/A
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