Job Description

Riva is looking for an engaged and passionate Project and Continuous Process Improvement Manager to join our team! This role plays a vital part in our Client Engagement Team to ensure Riva's clients realize the highest possible value from their investment in Riva. You will be instrumental in bringing product knowledge, deployment experience, best practices, and industry knowledge forward in all projects.

WHO YOU ARE?

You have 3+ years of experience in a B2B / SaaS role. You have critical thinking skills, and your communication is second to none. You can flawlessly handle multiple priorities across projects. You are a trusted partner on the team and operate successfully in a remote environment. You are excited to work cross-functionally and achieve success for our clients together.

WHAT YOU WILL BE DOING?

Reporting to the Senior Practice Manager, you will coordinate with both internal and customer cross-functional teams to complete projects that delight the customer and ensure ongoing Riva subscriptions. You'll need to have substantial experience working with an enterprise or compliance-focused customers, managing IT and software consulting projects, and delivering solutions that meet customer needs. You'll also develop and execute long-term growth and continuous improvement strategies. This role supports various improvement initiatives, solving complex operational problems, optimizing delivery times, eliminating production roadblocks, and building lean leadership capability.

More specifically, your duties will include:


Project Management


Plan, manage and run Riva software implementation projects with Riva's enterprise business clients, who have made significant investments in CRMs Run concurrent projects of various sizes, some smaller than can be completed in weeks, to larger multi-month projects Manage customer expectations, project scope, and resources needed to successfully deliver to customers' needs Run projects with a focus on efficient and successful delivery. Completing the project and facilitating the sale of software licenses is a primary driver of the projects Develop and communicate the project, portfolio, and program status, risks, and issues to all levels of stakeholders, ranging from technical staff to executives Manage customer escalations, coordinating with customers and Riva stakeholders (e.g., executive team, sales, technical account managers, development teams) Be accountable for reliable and repeatable program delivery processes, metrics, and operational procedures Develop foundational knowledge and maintain an awareness of emerging Riva products Perform other duties as may be required from time to time.
Process Improvement


Investigate and design a strategy for the development and enhancement of business processes. In conjunction with leaders from other teams and Client Engagement team members, assesses the impact of the proposed changes on processes and the technology that support them. Based on an analysis of the business activities, supported by the development of process and data models, evaluates requirements for business process improvements and enhancements. Plan and manage the design and integration of new business processes or enhancements. Identifies continuous improvement opportunities, researches and investigates industry trends, and identifies and analyzes business risks and opportunities to support recommendations on process change. Work with the Client Engagement Team lead to monitor, review, and evolve established OKRs and KPIs to measure the ongoing performance of all processes and sub-processes. Analyzes performance results to identify opportunities for continuous improvement. Prioritizes improvements to ensure increased customer value. Integrates with other managers and departments to facilitate process redesign and continuous improvement for the Client Engagement Team. Identifies performance results that indicate opportunities for process improvement outside of the assigned module and communicates to the corporate process manager.

WHAT DO YOU BRING?

3+ years of experience managing projects with external customers, preferably enterprise customers; 3+ years of experience managing SaaS projects with external customers, preferably enterprise customers; Excellent customer-facing and internal communication skills; Great written and verbal communication skills; Solid organizational skills, including attention to detail and ability to handle multiple priorities and projects; Demonstrated ability to work with customer teams to achieve shared success of the customer and Riva; Comfortable and happy with working remotely and working with customers remotely; Demonstrated ability to think strategically about business, products, and technical challenges; Knowledge of specific industry project management and technical delivery methodologies for software (e.g., Project Management Institute (PMI) methodologies, agile/scrum, and/or software SDLC); Experience using various project management and/or agile tools; and Understanding of software development lifecycle, preferably experience in an agile and/or DevOps environment.

Bonus Points for:

Computing technology diploma or degree, a Microsoft MCSA, or other IT designations or equivalent experience; Strong technical background including knowledge of Exchange/Microsoft 365, Salesforce and networking. Administration and configuration level knowledge of Amazon Web Services, Azure Cloud, and Microsoft 365; Knowledge of programming or scripting; Jira and Confluence experience; Salesforce administration and or implementation experience; and/or Secondary language skills.

WHAT YOU CAN EXPECT FROM US:

Total compensation package including; + RRSP matching.
+ Paid vacation starting with 3-weeks.
+ Paid wellness time allowing for flexible discretionary allocation for mental health, personal benefits, and personal time.
+ Volunteering to the charity of your choice, paid up to 24 hours per year.
Extended health care benefits, dental and life insurance. Access to third-party Employee Assistance Program. Professional development and training allowance for career advancement. A great culture which fosters diversity, equity and inclusion. Share in and create a positive vibe during team work activities - and don't forget the social hours, staff BBQ, pot-lucks, and volunteering with other team members at local charities. A great culture which fosters diversity, equity and inclusion. Work with fun, like-minded people.

WHO IS RIVA?

Riva is an Edmonton-based software development company with a global footprint. Our Relationship Engine creates seamless data flow between applications like email, calendar, contacts, and tasks and CRM - synchronizing relationship data and eliminating the need for task switching, application toggling, and data entry duplication across platforms. Riva's client base includes the world's largest banks, leading hedge funds, and hundreds of Global 1000 companies that have high-value clients and high standards for workflow interoperability along with data security and privacy.


Make your mark on Riva's bright future - and yours!


Riva is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.


Must hold a valid work permit or be a permanent resident or citizen of Canada.