Mission
The purpose of this role is to lead the delivery of consulting, implementation, development, and support projects for customers in the education sector. Constructor is a global provider of education and research technology, serving schools, higher education, enterprises, and professional education providers.
As a senior individual contributor within Constructor. Nexademy team, the Senior Project Manager is responsible for the end-to-end delivery of projects, ensuring they are delivered on time, within budget, and to the highest quality standards, while serving as the primary operational point of contact for customers.
The role is accountable for measurable outcomes: on-time delivery, budget adherence, customer satisfaction, and retention.
Duties & Responsibilities:
Pillar 1 — Project Planning, Execution & Delivery
- 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.
Success Metrics and KPIs: on-time delivery rate, schedule variance, budget variance, quality of deliverables, number of escalations resolved within SLA.
Pillar 2 — Client & Technical Account Management
- 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.
Success Metrics and KPIs: customer satisfaction (CSAT) and Net Promoter Score (NPS), retention rate, feature request cycle time, onboarding completion time.
Pillar 3 — Incident Management, Quality & Reporting
- 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.
Success Metrics and KPIs: incident resolution time, escalation rate, CSAT/NPS targets, SLA adherence per contract, quality audit results.
Qualifications & Experience:
Experience:
- Minimum five years of experience in IT project management (internal, customer implementation, and/or consultancy).
- Proven track record of successful project delivery (on time, within budget, and to quality standards).
- PMP certification (preferred).
Skills & Competencies:
- Strong communication and interpersonal skills.
- Ability to work under pressure and meet deadlines.
- Good understanding of software development methodologies (preferred).
- Results-oriented, with a focus on measurable delivery outcomes rather than activity.
Education & Languages:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Fluent English.
- Knowledge of German is a bonus
What This Role Is (and Is Not)
This role IS:
- Delivery-focused and accountable for measurable project outcomes.
- A balance of project execution and strategic customer/technical account management.
- Hands-on, customer-facing, with clear targets and KPIs.
This role is NOT:
- A purely administrative or coordination-only position.
- A business development or sales role.
- A role measured by activity volume rather than delivered results.
