Program Manager II; Software Deployment & Support Coordination

Overview

Everseen: A leader in vision AI solutions for the world’s leading retailers.

The Role:

As a Program Manager (Software Deployment & Support Coordination) within the Operations Team, you will be embedded on site with a key customer and act as the primary point of contact for software deployment and incident response. You will be responsible for coordinating the end-to-end delivery of software and services, ensuring incidents, issues, and customer commitments are managed effectively and resolved to a high standard and within agreed timelines.

You will work closely with Technical Solutions Engineers assigned to the customer, as well as cross-functionally with Sales, Product, and Engineering teams, to drive resolution, align priorities, and ensure clear communication throughout the delivery lifecycle. A core part of the role will involve managing customer relationships and expectations, providing regular updates, and maintaining trust during both day-to-day operations and critical incidents.

You will also lead root cause analysis and post-incident reviews, identifying underlying issues and driving corrective and preventative actions to improve system stability, software delivery quality, and customer experience. The ideal candidate is a proactive self-starter who takes ownership, thrives in a customer-facing environment, and consistently strives for excellence in everything they do.

• Accountable for the successful execution, management, and delivery of customer projects, ensuring adherence to scope and schedule.
• 2 days on site per week with the customer in Sydney
• Create, maintain and update project plans, tracking all tasks, milestones, risks, and issues throughout the delivery process.
• Managing and owning all projects for three customers.
• Take full ownership of a number of customer projects, managing all aspects of these projects from initiation to completion.
• Lead all customer communication, fostering a close working relationship.
• Serve as the primary point of contact for customer inquiries and concerns.
• Track customer-facing tasks to ensure visibility and accountability.
• Provide innovative and effective solutions to address challenges encountered during project execution
• Collaborate cross-functionally to deliver projects within agreed scope and timelines, engaging with internal teams such as product development, implementation, and customer support
• Work closely with the Sales team and senior members of the delivery team to manage customer expectations regarding project delivery, providing regular updates on project progress.
• Coordinate all reporting with sales, customer success and data teams.
• Access historical project data to facilitate accurate forecasting and decision-making.
• Assist with coordinating system performance analysis with technical and data teams, ensuring the successful integration and functionality of customer systems.
• Create and coordinate Jira tickets to track project tasks internally across delivery and other departments, maintaining project updates in Salesforce.
• Utilize technical expertise to translate customer requirements into actionable features for technical teams.
• Assist with the management ongoing deployments and upgrades, integrating them seamlessly into existing projects. Ensure deployments are completed on time and within scope.
• Collaborate with customers to test and validate new features, gathering feedback for improvement.
• Work closely with Product Teams to incorporate customer feedback into product development.

• Everseen’s Sales Team, Product team, and Engineering Team, our customers and our employees

• You have 2 – 3 years experience in a similar role working with projects in a global matrixed organisation
• Demonstrated ability to effectively manage multiple complex customer projects simultaneously, ensuring timely delivery and meeting project objectives.
• Familiarity with Agile/Scrum tools like JIRA, providing an advantage in managing projects within dynamic and iterative environments.
• Proactive self-starter with the capacity to engage in multiple initiatives concurrently. Adaptable to changing project requirements and able to anticipate and address potential issues promptly.
• Keen interest in Everseen's technology solutions, comfortable discussing them at a high level, and staying updated with the latest developments.
• Demonstrates initiative, drive, and self-motivation in taking full ownership of projects and the customer ensuring accountability for project outcomes, and fostering a no-blame culture conducive to continuous improvement.
• Possesses in-depth problem-solving skills and exercises good judgment, capable of navigating and resolving complex situations effectively.
• Highly organized with excellent organizational skills and meticulous attention to detail, ensuring accuracy and precision in project execution and documentation.
• Travel Readiness:
  Willingness to travel as needed for client meetings, project kick-offs, or other project-related…