Enterprise Project Manager APAC

What you will do

As an Enterprise Project Manager at Lighthouse, you will be doing whatever it takes to ensure client success for our largest customers with our products. Strengthening relationships with customers by building confidence and trust with our clients is key for this role.
The perfect candidate is a champion in customer satisfaction and ensures that our clients leverage our products in the most impactful manner possible.  A passion for service and a dedication to detail are the driving force behind an experienced Enterprise Project Manager at Lighthouse.

This is a support role with multiple facets, including data analysis, creative problem-solving, cross-team collaboration, and next-level product knowledge. If you are solutions-focused, customer-obsessed, and have experience building excellent relationships with sophisticated clients, we would love to talk to you! 

Where you will have impact

• Organize all projects / programs within the Enterprise accounts to ensure on-time delivery, budget compliance and that all business objectives are achieved.
• Use strong project management skills to ensure  chain account entitlements outlined in  corporate agreements are executed upon.
• Create & maintain project / program documentation that provides a clear overview of project timelines, activities, potential risks / issues using task management tools
• Establish program governance structures, roles, and responsibilities to ensure clarity and accountability.
• Work closely with key members of the account team to ensure alignment of program tasks and activities with overall account success
• Manage implementation and change management activities within key clients, including managing stakeholder expectations, addressing concerns, and facilitating effective decision-making.
• Collaborate with the account team to prepare and present program progress, key achievements, and performance against goals during Quarterly Business Reviews (QBRs) with key accounts.
• Where appropriate as part of programs supported, conduct training and webinars for key customer contacts and new contacts, while uncovering upsell opportunities
• Lead regular program status calls with key global chains
• Support in regularly scheduled feedback calls and articulate Chain Account requirements back to the Product Management teams.
• Capture custom development and services requirements and be able to clearly articulate those requirements to our product and engineering teams 
• Promote a culture of continuous improvement within the program management discipline.

About our team

Our Customer Growth team is a closely collaborative team of 28 professionals from around the world. Led by one of the founders of Lighthouse, our team focuses on nurturing client relationships. Our team has two primary objectives: retain clients' business and grow those opportunities. They accomplish these objectives by learning what their clients' goals are and helping their clients achieve them. Our team has a strong hospitality background and understands the importance of delivering exceptional customer experiences.

What's in it for you?

• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• Collaborative team: High-bar, friendly, creative, and passionate colleagues.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 75,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Referral bonuses: Earn rewards for bringing in new talent.

Who you are

• Minimum 3 years experience in a combination of program management or project management roles. Ideally our preferred candidate will have gained this experience working with Hotel clients.
• Minimum Bachelor degree in a relevant discipline (e.g., business, marketing, hospitality leadership, etc.)
• Understanding of the hotel landscape, including the differences in management companies, chains, brands, etc., and SaaS industry is required
• Demonstrated ability to complete multiple tasks concurrently, to develop project plans, allocate resources, identify potential issues / risks and develop contingency plans with an overall orientation focused on execution and detail.
• Demonstrated ability to ensure achievement of client objectives and company financial objectives through an understanding of client objectives, accountabilities and influencing and directing internal product and operations teams to ensure successful delivery (on time, within budget).
• Excellent analytical, problem-solving, and troubleshooting skills – ability to define problems, collect data, establish facts and draw conclusions.
• Strong overall business and interpersonal skills, including planning, presentation skills, sales skills.
• Demonstrated ability in clearly articulating plans, concepts and activities to a broad / diverse audience, and interface with C-Level executives

Personality & Values

• You love orchestrating great customer experiences and solving key problems for users.
• You have excellent communication skills (both written and verbal) since your business stakeholders will be operating at different levels from analysts to senior executives. 
• You get energy from working in a highly complex and challenging environment. 
• You are comfortable translating customer ideas and requests into clear project requirements, sometimes technical in nature. 
• You consider yourself as a self-starter and take the initiative to undertake a project from A-Z
• You truly care about what is best for our customers and go the extra mile to make sure they are having an incredible experience by offering white-glove service.
• You excel and thrive in a collaborative work environment.