Service Project Manager (Contract)

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Service Project Manager (Contract)

Location(s): Cary, NC
(Hybrid - 3 days onsite, 2 remote)

Candidate Profile

• Experience: Entry-level (0-5 years). Training will be provided.
• Education: Preferably associate or bachelor's degree.

• Digital skill set (comfortable with technology, online services).
• Customer-facing communication (written and verbal).
• Ability to lead small product demos.

• SAP experience, e-commerce/marketing background, interest in healthcare.

• Proactively reach out to customers (via phone, email, and video calls) who have started but not completed registration on our customer portal or the e-commerce platform.
• Troubleshoot and resolve registration, login, and browser-related issues in real time.
• Conduct 1:1 and small-group live demos of our customer portal and the e-commerce platform (via Teams, or similar).
• Guide customers through initial setup, account configuration, and first-time part ordering or service requests.
• Document common obstacles and feedback; collaborate with product, engineering, and support teams to eliminate recurring issues.
• Create and maintain lightweight self-help resources (short video tutorials, FAQ updates, step-by-step guides) based on real customer pain points.
• Serve as the "voice of the customer" for our customer portal during and synching with the team.
• Track and report key onboarding metrics (registration completion rate*** time-to-first-order, demo-to-activation rate*** OSAT from supported customers).

• 2+ years in customer success, technical support, onboarding, or sales engineering roles (SaaS or e-commerce experience strongly preferred).
• Proven ability to explain technical concepts to non-technical users in a clear, patient, and confident manner.
• Hands-on experience troubleshooting web applications (browsers, cookies, cache, SSO, MFA, permissions, etc.).
• Comfortable delivering live product demos and training sessions over video conferencing tools.
• Excellent written and verbal communication skills - you will write customer emails and lightweight documentation daily.
• Strong organizational skills and attention to detail; able to manage 20-30 customer interactions per day while maintaining quality.

• Empathetic problem-solver who genuinely enjoys helping people succeed with new technology.
• Self-starter who thrives in a fast-moving, ambiguous environment (this is a brand-new platform rollout).
• Team player willing to jump on whatever is needed to make the customer experience excellent.

• Duration: 6-12 months (with potential to extend or convert based on business need)
• Full-time (40 hours/week)
• Remote-friendly.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.