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Client Experience, Implementation Project Mgr at OSG · Carol…
Job Description
Client Experience, Implementation Project Mgr
Full Time · Location: Carol Stream, IL, US
OSG is a global provider of leading customer engagement and payment solutions. We help clients integrate critical customer interactions to optimize working capital and drive profitable business growth. Our solutions connect the entire customer experience by aligning transactional, payment, and marketing touchpoints for simplified operations and smarter engagement.
Powered by innovative technology and data-driven insights, we build tailored, digital-first strategies for a range of industries. Our clients benefit from a partnership that values simplicity, security, and connectivity, for today and for tomorrow’s innovation.
We are looking for a talented Client Experience - Implementation Project Manager to help support our growth and expansion of services. You will lead the client’s project team to implement effective print, mail, and electronic communications for their end users.
The role blends project management with business analysis. You will own implementations from sales handoff to production, and you will gather, analyze, and document requirements that development and composition teams build from. The work is technical in nature and involves close collaboration with development to onboard client-specific projects across the company.
Job Details
- Client onboarding: Lead onboarding for new clients, ensuring a smooth transition from sales to implementation.
- Project management: Manage new client implementations, new products for existing clients as well as oversee change management requests from an existing client base.
- Project planning: Design projects and build detailed plans with timelines, milestones, resources, and deliverables.
- Requirements gathering: Lead discovery sessions and stakeholder interviews to collect clients’ business requirements.
- Requirements translation: Turn client needs into clear functional and technical requirements, user stories, and acceptance criteria for development and composition teams.
- Data analysis and mapping: Analyze client data files (XML, EDI, delimited, and fixed-width), build data maps, and define business rules and field-level logic.
- Solution customization: Work with clients to understand their specific needs and tailor solutions to their unique business requirements.
- Process analysis: Document current-state and future-state workflows, identify gaps, and recommend process improvements.
- Prioritization and scope: Help stakeholders prioritize requirements, manage scope, and assess the impact of change requests.
- Client communication: Serve as the primary point of contact during implementation, providing regular updates and addressing concerns or questions.
- Status and risk: Communicate progress, highlight risks and options, manage expectations, and propose creative solutions.
- Project coordination: Collaborate with internal teams so every part of the client’s solution is properly configured and delivered.
- Testing and validation: Coordinate all aspects of testing (functional, performance, QA, and UAT), trace requirements through build, and validate output against requirements.
- Documentation: Create and maintain business requirements documents, specifications, process workflows, project plans, and meeting notes.
- Reporting and insight: Provide clear, actionable reporting and metrics, and use production results to identify trends, issues, and improvement opportunities.
- Training and demos: Conduct client training and product demos to support adoption.
Required Qualifications
- 2+ years of client-facing project management, implementation, or business analysis experience handling print/mail or data-related projects.
- Experience developing, facilitating, and leading project plans in a B2B setting.
- Strong data mapping skills and experience writing business and technical requirements.
- Experience with project management software such as Azure DevOps, Smartsheet, or MS Project.
- Proficiency in MS Office Suite, especially Word and Excel (including working with large data sets).
- Excellent written and verbal communication, with the ability to explain technical topics to non-technical audiences.
- Strong interpersonal skills and the ability to build and maintain relationships.
- Demonstrated organizational and time management skills, with the ability to keep work moving and on track.
- Ability to work onsite at the Carol Stream, IL facility.
Preferred Qualifications
- Bachelor’s degree in Business, Information Systems, Project Management, Communications, or a related field.
- Knowledge of XML (a significant plus) and experience with electronic data interchange (EDI).
- Print/mail industry experience.
- Financial institution, credit union or healthcare client experience.
- Experience with agile methodologies.
- Familiarity with process modeling (such as workflow diagrams or Visio) and basic SQL or data query tools.
- Customer-service orientation and the ability to learn processes quickly.
Location
This is an onsite position based at OSG’s Carol Stream, IL facility. Remote and hybrid arrangements are not available during the first year. After successful completion of the 1-year probationary period, one remote day per week may be possible. Candidates must be local to the Carol Stream area or able to commute daily; relocation assistance is not offered.
Benefits
- Paid time off (PTO)
- Medical, dental, and vision plans
- Employee assistance program
- Life insurance and long-term disability (LTD) plans
- Supplemental life insurance
- Voluntary accident and critical illness insurance
- Flexible Spending Account
- 401(k) plan
OSG offers equal employment opportunity and will not discriminate on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.