Project Manager

About Liferay 

Liferay, Inc. is a uniquely profitable B2B enterprise software company with 1,200+ fiery-eyed employees all across Europe, the Americas, the Middle East, Asia, and Africa. As a renowned provider of enterprise open source technologies, we have been recognized by Gartner for empowering businesses around the world to solve complex digital challenges.  Liferay Experience Cloud is an all-in-one solution that unites our Liferay DXP and cloud platform capabilities with built-in analytics and B2B commerce functionality, reducing the time to market and allowing for accelerated innovation - serving notable customers across the globe such as Airbus, US Bank, Honda, and Desjardins.

But we don’t just make awesome software, we are also fueled by a greater-than-profit vision. By building a vibrant business, making technology useful, and investing in communities, we make it possible for people to reach their full potential to serve others. We give our employees five days off to volunteer at charities they’re excited about, and Liferay donates 10% of our profits to charities around the world. Oh, we’re also self-funded which gives us the freedom to work on whatever we think brings the most value to customers and communities in the long run!

About You and this Role

Supporting our customers 24/7 is not an easy task to do!  Our Support teams need an array of tools in their repertoire in order to get the job done and deliver exceptional service.  We build many systems and use different sources of documentation to accomplish our goal of customer success.  You would be taking on the task of ensuring our systems and documentation are efficient, intuitive and effective.

Key Objectives

• Know and understand the current objectives and key results for Support and how our systems and operations are impacted or contribute to those goals

• Help determine business priority, and value for projects with key stakeholders and leaders

• Single point of contact for project accountability, planning and progress updates

• Drive projects to completion by removing blockers and thinking both creatively yet meticulously through solutions or workarounds

• Closely track the progress of projects and proactively communicate updates or delays to stakeholders

• Define, gather and analyze project requirements and build them into project charters

• Define success criteria and deliverables for projects and systems to verify or track the value they are creating for the Business

• Ability to implement new processes/workflows with an eye towards change management principles and best-practices

• Negotiate and collaborate with other Business Units towards our common goals

Required Qualifications

• 2-3 years experience in Project Management or Operations role

• Bachelor’s Degree and/or equivalent experience/training

• English fluency, both verbal and written, with the ability to help manage or develop customer documentation, training materials, presentations, and reports

• Strong ability to comprehend, retain, and apply technical policies, procedures, and business rules

• Ability to drive multiple concurrent projects and balance  demanding timeframes with a track record of delivering projects on-time, on-budget, on-purpose

• Proficiency in interpersonal communication and negotiation within a distributed and intercultural environment 

• Ability to build strong working relationships and network across various levels of an organization

• High attention to detail with an eye for process and efficiency

• Strong problem solving and analytical skills

• Self-starter, proactive, with strong resolve

• Flexibility for international calls/meetings on occasion

Preferred Qualifications

• Experience working in an enterprise software/SaaS/PaaS environment

• Experience with Project Management platforms (Jira, Trello, Asana, etc.)

• Experience with administration of Service Management platforms (Zendesk, JSM, Salesforce Service Cloud, etc) 

• Experience with Knowledge Management platforms (Zendesk Guide, Confluence, etc.)

• Knowledge or experience with Self-Service or KCS (Knowledge Centered Service) methodology

What We Offer

• Salary package w/ competitive benefits according to qualifications and experience

• Opportunities to take responsibility and grow professionally

• A positive and collaborative work culture

• Check out what employees say about us on Glassdoor 

• Working at a leading open source company

Equal Opportunities Employer - Statement

Liferay is committed to the equal treatment of all candidates, customers and employees and to fostering a culture of dignity at work. Our operating procedure provides for equal opportunities in recruitment and employment with the aim to eliminate discrimination against any job applicant or employee on the basis of race, age, sexual orientation, gender, religion or beliefs, marital or civil partnerships status, family or dependency status, disability, pregnancy and maternity or membership of a traveling community.