Client Journey Project Manager Italian Market

Hello! 👋🏽

At Factorial we're looking for a new Client Journey Project Manager for the Italian Market to help us boost the company to the next level. 🦄

This is a strategic leadership role where you’ll directly impact the onboarding experience for our largest customers, building long-lasting relationships that drive customer satisfaction, retention, and growth. As part of our team, you will collaborate closely with cross-functional departments to ensure a seamless experience from sales to customer success.

You will report directly to the Project Management Officer and work alongside Team Leads to ensure that our clients’ expectations are exceeded at every touchpoint, ensuring their journey from onboarding to product adoption is seamless and successful.

Are you ready to make a real impact? Let’s dive in...

Key Responsibilities

• Sales Collaboration & Product Validation: Lead the coordination and presentation of product demos, gathering client requirements, and tailoring pre-configurations based on unique business needs and use cases.
• End-to-End Onboarding Leadership: Design and present the full customer lifecycle from initial sales kick-off through to successful product adoption and transition to account management.
• Strategic Planning: Own the strategic planning and execution of the onboarding roadmap, ensuring each customer’s specific goals are met, while aligning with their business objectives.
• Risk Management: Identify, assess, and proactively mitigate risks, potential blockers, or delays in the onboarding process to keep projects on track.
• Customer Training & Enablement: Oversee the training strategy and ensure customers are fully equipped with the knowledge needed to maximize their use of Factorial. Facilitate training sessions to ensure end-users understand and adopt system features efficiently.
• Performance Monitoring & Reporting: Measure the success of onboarding projects using key metrics such as time to go live, user adoption, customer satisfaction, and overall project quality. Regularly report to senior management on progress, challenges, and successes.
• Innovation & Continuous Improvement: Evaluate and implement innovative strategies to enhance the onboarding process, drive product usage, and contribute to customer retention. Constantly strive to improve the overall customer experience.

What We're looking for

• Language Requirements: Italian Native, and fluency in English is required, as it will be the main internal working language.
• Customer-Centric Experience: Proven experience in customer-facing roles, especially in Customer Experience, where you’ve driven customer retention and success. Previous roles in Sales, Customer Satisfaction, or similar areas are a strong plus.
• Project Management Experience: At least 2 years of project management experience, ideally in a SaaS, HR software, or technology driven environment.
• Certifications (Desirable): PMP, Agile, Scrum Master, or similar project management certifications are highly valued.
• Tech-Savvy & Innovative: Passion for technology with hands-on experience in a SaaS environment. You thrive in the digital world and stay on top of emerging innovations.
• Problem-Solving & Analytical Skills: Strong ability to analyze data, identify challenges, and develop effective solutions that drive business results.
• Customer-Focused Mindset: You’re dedicated to making things easier for both customers and colleagues, removing roadblocks, and ensuring smooth processes.
• Adaptable & Ready for a Fast-Paced Environment: Comfortable working in a dynamic startup environment where change is constant, and your contributions make a direct impact.
• Ownership Mentality: You take pride in owning your projects