IT Project Management Manager (ONLY For Female)

Handling Software Development Process*

• Handling Customer Onboarding*
• Handling Ongoing Customer Support*
• Project Analysis
• Requirements Gathering
• Documentation
• Client Communication
• Determining project changes.
• Providing administrative support as needed.
• Undertake project tasks as required.

Detailed Explanation:

1. Handling Software Development Process

a. Client Requirements & Communication

Act as the liaison between clients and the development team to gather, clarify,

and finalize business requirements.

Translate business needs into detailed functional specifications.

Maintain regular communication with clients to update them on project status,

milestones, and risks.

b. Project Coordination

Collaborate with project managers and developers to ensure project scope,

timeline, and budget are maintained.

Track progress using project management tools (e.g., Jira, Trello, Asana).

Coordinate internal resources and third-party vendors as necessary.

c. Quality Assurance & Feedback

Facilitate user acceptance testing (UAT) with clients.

Gather client feedback and ensure timely resolution of bugs or issues.

Ensure software meets client expectations before final delivery.

2. Handling Customer Onboarding

a. Initial Engagement & Planning

Schedule and lead kickoff meetings with new customers.

Understand customer goals, expectations, and use cases.

Define and document onboarding plans tailored to each client.

b. System Setup & Configuration

Guide customers through software installation, configuration, and access

provisioning.

Assist with data migration, user setup, and system integrations.

Ensure security protocols and user roles are correctly configured.

c. Training & Enablement

Deliver product walkthroughs, training sessions, and documentation.

Provide onboarding materials, FAQs, and support guides.

Ensure all stakeholders are confident in using the product before go-live.

d. Onboarding Metrics & Handover

Track onboarding progress with defined KPIs (e.g., time-to-launch, user

activation rate).

Transition customers to the account management/support team post-onboarding.

3. Handling Ongoing Customer Support

a. Support Ticket Management

Manage customer support tickets and inquiries via email, chat, or helpdesk

systems (e.g., Zendesk, Freshdesk).

Troubleshoot issues and provide timely resolutions or escalate to technical

teams as needed.

Maintain SLAs for response and resolution times.

b. Customer Relationship Management

Build and maintain strong long-term relationships with clients.

Conduct regular check-ins, QBRs (Quarterly Business Reviews), and

satisfaction surveys.

Identify upsell/cross-sell opportunities based on client needs.

c. Issue Tracking & Continuous Improvement

Document recurring issues and suggest product improvements to the

development team.

Collaborate with QA and DevOps to ensure root causes are addressed.

Maintain a knowledge base for common issues and solutions.Role & responsibilities