What are the responsibilities and job description for the Project Manager, Customer Success position at GrayMatter?
At GrayMatter, we transform operations and empower people. Our technology and consulting services help manufacturers, water utilities and energy companies digitize operations, eliminate cybersecurity threats and harness analytics to accelerate production.
And that’s where you come in.
GrayMatter is dedicated to creating a team of unmatched talent in industrial technology. Our organizational culture encourages opportunities to learn and collaborate. Five core values woven into our DNA make Team GrayMatter stand above the rest: Accountability,Integrity, Respect, Innovation and Teamwork.
We’re seeking a dedicated Project Manager, Customer Success in St. Louis, MO to join our dynamic team. The Project Manager, Customer Success – 24x7 Support Call Center is responsible for leading the strategy, build-out, and operational execution of a 24x7 support center that serves as GrayMatter’s first line of response for client support. This role includes the development and leadership of a support team, implementation of a ticketing and escalation system, and collaboration with internal stakeholders to co-develop a Network Operating Center (NOC). The ideal candidate has strong experience managing call centers, leading contract negotiations and renewals, and implementing scalable support solutions.
General Job Duties:
- Design, implement, and manage a 24x7 support call center, including ticketing, call tracking, escalation protocols, and reporting systems.
- Lead contract renewals and negotiations with existing customers, ensuring service continuity and satisfaction.
- Partner with internal departments to co-develop and launch a fully functional Network Operating Center (NOC) supporting mission-critical operations.
- Build and manage a high-performing support team, including hiring, training, and performance management.
- Ensure adherence to SLAs, KPIs, and customer satisfaction metrics, with a continuous improvement mindset.
- Establish standardized ticketing and escalation workflows, selecting and configuring appropriate software platforms.
- Oversee team scheduling to ensure 24x7 coverage and minimal disruption during staff transitions.
- Coordinate with account managers and project teams to support seamless customer handoffs and contract fulfillment.
- Supervise a growing team of customer success agents and technical support staff
- The location of the position is hybrid with our St. Louis office at 100 N Broadway, Suite 410 St. Louis, MO 63102
- Position requires typically less than 5% independent travel to customer locations
Knowledge, Skills and Experience Needed:
- Bachelor’s or Associates degree in Business, Information Technology, or related field or equivalent experience.
- 5 years of experience leading call center operations.
- 3 years of experience managing service contracts, including renewals and negotiations.
- Experience implementing and managing ticketing systems such as Zendesk, ServiceNow, or equivalent.
- Experience launching or scaling support/NOC teams.
- ITIL certification or other customer support/IT service certifications (Preferred)
- Prior experience in industrial automation, SaaS, or critical infrastructure industries (Preferred)
- Showcase GrayMatter’s Core Values of Accountability, Integrity, Respect, Innovation and Teamwork.
The target annual base compensation range for this position is $120,000 - $140,000, based upon relevant qualifications.
Featured Benefits:
- Medical, dental, and vision insurance beginning day one of employment
- Employer paid short term disability and life insurance
- 401(k) with up to 4% company match
- Paid holidays, paid time off, paid sick leave, and paid parental leave
- Additional benefits available such as long term disability, accident, critical illness, hospital indemnity, EAP, telemedicine, HSA and FSA
Salary : $120,000 - $140,000
