Cleo (US)

Lead delivery of customer-facing integration solutions managing scope, schedule, budget, and cross-functional teams. | Bachelor's degree in Computer Science or related field and 5+ years project management experience with cloud and EDI preferred. | Cleo’s Professional Services Project Management Office (PMO) is looking for a Senior Project Manager to support and be a part of our organization’s continued growth! The ideal candidate can present a successful record of delivering cloud-based, integration-focused solutions to external customers with bonus points for B2B Integration and/or EDI experience. The Senior Project Manager will coordinate closely with both customer and internal teams and be responsible for the successful implementation of Cleo products and services. You will work closely with cross-functional teams on approved projects and ensure delivery outcomes are achieved within scope, schedule, budget, and quality constraints. The Senior Project Manager must feel comfortable working with Executive and Senior Leadership, Client Stakeholders, and Implementation Engineers. You will be a great fit if you are organized, possess a strong project management mindset with technical chops, stellar communication skills, and a readiness to grow and be challenged as part of a high performing team. What you will be doing Manage a portfolio of projects including efforts tied to strategic accounts Deliver value to our customers by owning project delivery outcomes from kickoff to closure for customer facing solutions Communicate regularly with project stakeholders on status, schedule, budget, and risk factors through each project phase Conduct project kickoffs, planning sessions, and regular delivery meetings Lead teams consisting of implementation engineers and influence everyone around you to deliver positive results for both Cleo and our customers Understand and communicate the value of Cleo’s solutions to our customers Thrive on assuming ownership for all project deliverables and outcomes Support organizational growth by following best practices related to time accounting, forecasting, and budgetary management Effectively communicate all project activities and needs with the customer and liaise with implementation engineers and other departments that support your projects Help shape a growing and results-focused PMO with your delivery experience and strong project management skillset Requirements Bachelor’s degree in Computer Science, Management Information Systems, or related field 5+ years of work experience in Project Management with a desire for continued growth in the profession Project Management Professional (PMP) certification preferred Prior experience with EDI, MFT, data movement, or file transfer technologies highly preferred Experience managing resources, schedules and budgets within Project Portfolio Management (PPM) or related software tools Must be well organized and detail oriented Demonstrated experience delivering cloud-based technology solutions Exceptional stakeholder management and executive presentation skills Skilled with interacting and coordinating across multiple business and technical teams Ability to manage a portfolio of multiple customer projects concurrently Travel Required: 15% A few things we have to offer Compensation Range - $110,000 - $130,000 Great Healthcare + Dental + Vision Flexible PTO Culture of support, encouraging Life-Work balance 401k match FSA and HSA options Employee Assistance Program Paid Parental Leave Remote work environment Representing a company with 4,000+ clients and a 99% retention rate Accelerated title and salary growth potential A fun and energetic work environment that makes you excited to go to work every day We use artificial intelligence (AI) tools to assist in certain stages of our recruitment process, such as resume screening and candidate matching. These tools are designed to support fair and consistent evaluations. If you have questions about this process or would like to request an alternative assessment method, please contact us at hr@cleo.com. Cleo Communications US, LLC is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.

Serve as first contact to troubleshoot and resolve software issues via phone, email, and chat using AI tools and contribute to knowledge base. | Bachelor's degree or 1+ years technical support experience with foundational networking, OS, and communication protocols knowledge. | Position Overview The Support Engineer I serves as the first point of contact for Cleo customers, providing exceptional technical assistance and ensuring a positive customer experience. This role is responsible for troubleshooting, diagnosing, and resolving software-related issues while guiding customers through product use, configuration, and best practices. The ideal candidate combines strong technical aptitude, customer-centric problem solving, and a continuous learning mindset. As an AI-forward organization, Cleo expects team members to effectively leverage AI-powered tools and automation to improve productivity, accelerate issue resolution, and enhance the customer experience. Customer Support & Issue Resolution Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions. Deliver exceptional customer service by responding promptly, professionally, and empathetically to customer inquiries and technical issues. Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, integrations, and day-to-day product usage. Analyze customer-reported issues, identify root causes, and provide timely, effective solutions. Case Management & Escalation Monitor assigned support queues and manage cases in accordance with established service level agreements (SLAs). Document troubleshooting steps, resolutions, and customer communications accurately within support systems. Escalate complex or high-priority issues to senior engineers and cross-functional teams while maintaining ownership of customer communications. Knowledge Management Utilize and contribute to Cleo's Solution Center, Knowledge Base, and internal documentation resources. Identify recurring customer issues and recommend improvements to support documentation, processes, and product functionality. Share knowledge and best practices with team members to continuously improve support effectiveness. AI & Continuous Improvement Leverage AI-powered tools to accelerate troubleshooting, knowledge discovery, case summarization, and solution development. Apply critical thinking to validate AI-generated recommendations and ensure technical accuracy. Identify opportunities to automate repetitive tasks and improve support efficiency through AI and workflow automation technologies. Stay current on emerging AI capabilities and incorporate them responsibly into daily work practices. Your Qualifications Required Qualifications Bachelor's degree in Information Technology, Computer Science, or related field, OR 1+ years of technical support, help desk, or customer-facing technical experience. Strong customer service orientation with a passion for helping customers succeed. Basic understanding of Windows and Linux operating systems. Foundational networking knowledge, including TCP/IP, DNS, firewalls, and connectivity troubleshooting. General software lifecycle knowledge, including installation, configuration, upgrades, migrations, and removal. Experience with communication protocols such as HTTP, HTTPS, SMTP, FTP, SFTP, and SSH. Strong written and verbal communication skills. Ability to prioritize multiple issues and work effectively in a fast-paced environment. Preferred Qualifications Experience supporting SaaS applications. Exposure to EDI, managed file transfer (MFT), integration platforms, or supply chain technologies. Familiarity with cloud platforms such as Microsoft Azure, AWS, or Google Cloud. Basic SQL, scripting, or automation experience. Experience using CRM and ticketing platforms such as Salesforce, Zendesk, or ServiceNow. Demonstrated ability to use AI-powered tools (e.g., Microsoft Copilot, ChatGPT, Gemini, or similar technologies) to enhance productivity and problem solving. Understanding of prompt engineering fundamentals and effective AI-assisted research techniques. Ability to evaluate, verify, and refine AI-generated outputs to ensure accuracy and quality. Curiosity and willingness to continuously learn and adopt emerging AI technologies. Commitment to responsible and secure use of AI tools in accordance with company policies and customer data protection requirements. A few things we have to offer: Competitive compensation (range for this role is $65,000-$75,000) Great Healthcare + Dental + Vision Flexible PTO Culture of support, encouraging Life-Work balance 401k match FSA and HSA options Employee Assistance Program Paid Parental Leave Representing a company with 4,000+ clients and a 99% retention rate Accelerated title and salary growth potential A fun and energetic work environment that makes you excited to go to work every day We use artificial intelligence (AI) tools to assist in certain stages of our recruitment process, such as resume screening and candidate matching. These tools are designed to support fair and consistent evaluations. If you have questions about this process or would like to request an alternative assessment method, please contact us at hr@cleo.com. Cleo Communications US, LLC is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.