About the company
Constructor is an international IT company in EdTech and ScienceTech that creates a unified digital ecosystem for managing learning, science, and educational processes.
Responsibilities
- Lead the delivery of consulting, implementation, development, and support projects for customers in the education sector.
- Develop comprehensive project plans covering scope, timeline, resource allocation, dependencies, and risk assessment.
- Monitor project progress against baseline and proactively identify issues or risks before they impact delivery.
- Implement corrective actions and change management to keep projects on track across scope, schedule, or resources.
- Coordinate internal resources and third parties/vendors to ensure project completion.
- Apply industry best practices, techniques, and standards throughout the project lifecycle.
- Monitor and handle Change Requests required for project implementation.
- Establish and maintain strong, trust-based relationships with clients and stakeholders.
- Effectively communicate project status, progress, challenges, and risks to all parties.
- Manage customer expectations and address concerns proactively.
- Proactively engage with Premier Customers and Partners to ensure alignment on project goals and implementation.
- Oversee Premier customer onboarding for new solutions, manage customization requests, and ensure a smooth handover process.
- Represent Premier Customer interests when discussing feature requests and product issues with Engineering; track and prioritize feature requests, code improvements, and bugfixes.
- Assist with the implementation of new solutions, deployment of packages, hotfixes, and upgrades; perform post-upgrade service availability checks.
- Guide Premier Customers in adopting Constructor Tech best practices, including risk assessments and health checks.
- Maintain availability during Premier Customer business hours to provide timely support.
- Own all support incidents and requests submitted by Premier Customers and drive them to resolution.
- Coordinate escalations and conduct post-incident reviews and root cause analyses (RCAs) on Premier Customer demand.
- Ensure adherence to quality standards throughout the project lifecycle and implement quality improvement initiatives.
- Retain Premier Support Customer CSAT and NPS through outcome-driven activities; own Service Levels and other KPIs per contract terms.
- Report on Premier Support Customers - including trend analysis, current health status, and manager-defined KPIs - on schedule or on demand.
- Keep customer information up to date and shared as internal knowledge content.
- Participate in support-related activities and handle non-premier support tasks per manager's request.
- Continuously build practical experience with Constructor Tech products and related software solutions for education and science.
Requirements
- Strong end-to-end IT project management experience.
- Worked directly with external customers.
- Understand the Education / EdTech environment.
- Comfortable managing scope, timelines, risks, resources, and multiple stakeholders.
- Can combine structured project management with a hands-on, fast-moving approach.
- English fluent; German is a bonus.