About this role
This position offers you an exciting enterprise opportunity for a market leading high-growth global company in ECM, CCM, EOM, Archiving and Accessibility technologies.
- Location: United States Work from Home Position Summary In this role you will manage complex, customer-facing technical delivery projects across Crawford’s Professional Services portfolio, including accessible document production, print stream conversion, template design, translation, and enterprise software implementations.
- You will own the project lifecycle from kickoff through go-live, coordinating different functions such as Solutions Architecture, Development, QA, and customer stakeholders to deliver on scope, schedule, and budget.
- You will bring a disciplined, data-grounded approach to planning, risk management, and communication, with the judgment to escalate early and the credibility to hold both customers and internal teams to the plan.
- The position reports to the Director of Professional Services and will be a work from home opportunity in the US.
You will have responsibility for all aspects of the process including:
- Lead the end-to-end project lifecycle for enterprise customer engagements, from statement of work through kickoff, delivery, UAT, and closeout.
- Build and maintain project plans, schedules, budgets, and RAID logs; produce weekly customer status reports and internal delivery reporting.
- Coordinate resource assignments with Professional Services leadership; ensure the right roles are staffed at the right time across development, QA, LP/braille, translation, and accessible PDF workstreams.
- Own scope management on every engagement; drive project change requests (PCRs) when customer scope shifts and hold the line on timeline commitments.
- Facilitate requirements gathering in partnership with Solutions Architects and customer stakeholders; confirm assets and inputs are complete before development begins.
- Track estimate accuracy against actuals across the project portfolio; surface trends that inform future estimation and overhead assumptions.
- Run recurring customer and internal status meetings with clear agendas, decisions, and action items; keep issues and escalations moving.
- Manage vendor and subcontractor coordination where required, including translation partners and print production suppliers.
- Enforce time tracking, billable/non-billable classification, and asset gate discipline consistent with Professional Services standards.
- Confer with sales, Customer Success, and Product Management to align delivery with account strategy and product roadmap.
- Escalate risks and delivery issues to Professional Services and Customer Success leadership with a recommended path forward, not just a problem statement.