Quick Summary
Your project manager is your dedicated point of contact at Thrivepix. Learn who they are, how they're assigned, and how to work together effectively for the best results.
What You'll Learn
- Who is your project manager
- How PMs are assigned
- Your PM's responsibilities
- When to contact your PM
- Escalation process if needed
Who is Your Project Manager?
Your project manager (PM) is a dedicated Thrivepix team member who:
- Coordinates all your requests
- Communicates between you and developers/designers
- Ensures quality and timely delivery
- Answers your questions
- Manages your queue and priorities
- Provides updates and status reports
Your PM is NOT:
- The person doing the actual development/design work
- Available 24/7 (but responds within 24 hours)
- Able to complete requests instantly
- Responsible for billing or account issues (contact support for those)
How Project Managers Are Assigned
Initial Assignment
When you subscribe to Thrivepix:
- You're automatically assigned a PM within 24 hours
- PM reviews your account and first requests
- PM reaches out with welcome message
- PM introduces themselves and explains how they'll help
Assignment Criteria
PMs are assigned based on:
- Availability: PM with capacity for new clients
- Expertise: PM experience with your industry or platform
- Time Zone: PM in compatible time zone when possible
- Workload: Balanced distribution across PM team
Dedicated PM
- You keep the same PM throughout your subscription
- PM learns your preferences and style
- Builds understanding of your projects
- Provides consistent communication
Your PM's Responsibilities
1. Request Coordination
- Reviews all incoming requests
- Clarifies requirements if needed
- Assigns requests to appropriate developers/designers
- Monitors progress and timelines
- Ensures quality standards are met
2. Communication Hub
- Your main point of contact
- Relays information between you and team
- Answers questions about requests
- Provides status updates
- Manages expectations
3. Quality Assurance
- Reviews completed work before delivery
- Checks against your requirements
- Tests functionality when applicable
- Ensures brand consistency
- Verifies all deliverables are included
4. Queue Management
- Helps prioritize your requests
- Manages queue order
- Balances workload across team
- Optimizes for fastest completion
- Handles urgent requests
5. Problem Solving
- Addresses issues that arise
- Finds solutions to challenges
- Escalates when necessary
- Ensures smooth project flow
- Resolves conflicts or misunderstandings
When to Contact Your PM
✅ Good Reasons to Contact Your PM
Request-Related:
- Questions about a specific request
- Need to clarify requirements
- Want to add information to active request
- Need status update on request
- Want to discuss approach or strategy
Priority and Queue:
- Need to change request priorities
- Have urgent request that needs immediate attention
- Want to pause or cancel a request
- Need to reorder queue
General Questions:
- How to use platform features
- Best practices for requests
- Questions about process or workflow
- Feedback about service
- Suggestions for improvement
Issues or Concerns:
- Not satisfied with delivered work
- Request taking longer than expected
- Communication breakdown
- Technical issues with platform
- Need help with something
❌ When NOT to Contact Your PM
Contact support@thrivepix.com instead for:
- Billing questions or issues
- Subscription changes (upgrade, downgrade, cancel)
- Payment method updates
- Invoice requests
- Account access problems
- Technical platform bugs
How to Work Effectively with Your PM
1. Be Clear and Specific
- Provide detailed information in requests
- Use specific measurements and requirements
- Include examples and references
- Attach all necessary files upfront
2. Respond Promptly
- Answer PM questions within 24 hours
- Review completed work quickly
- Provide feedback promptly
- Keep communication flowing
3. Set Clear Expectations
- Communicate deadlines upfront
- Explain priority levels
- Share your goals and vision
- Discuss any constraints or limitations
4. Trust Their Expertise
- PMs have experience with hundreds of projects
- Listen to their suggestions
- Consider their recommendations
- They want you to succeed
5. Provide Feedback
- Let PM know what's working well
- Share concerns early
- Suggest improvements
- Help them serve you better
PM Communication Style
What to Expect
Professional and Friendly:
- Polite and respectful communication
- Clear and concise messages
- Proactive updates
- Solution-oriented approach
Response Times:
- Normal messages: Within 24 hours
- Urgent messages: Within 2-4 hours
- Weekends: Next business day
- Holidays: May be delayed
Communication Frequency:
- Updates when request status changes
- Proactive check-ins on complex requests
- Weekly summary (if you have many active requests)
- As needed based on your preferences
Building a Strong PM Relationship
First 30 Days
Week 1:
- PM introduces themselves
- Reviews your first requests
- Asks clarifying questions
- Sets expectations
Week 2-4:
- PM learns your communication style
- Understands your preferences
- Identifies patterns in your requests
- Optimizes workflow for you
After 30 Days:
- PM knows your brand and style
- Anticipates your needs
- Provides proactive suggestions
- Streamlined communication
Long-Term Benefits
- Faster turnaround (PM knows what you want)
- Fewer clarification questions needed
- Better quality (PM understands your standards)
- Smoother workflow
- Stronger partnership
Escalation Process
If you're not satisfied with your PM or service:
Step 1: Talk to Your PM First
- Share your concerns directly
- Be specific about the issue
- Give PM chance to address it
- Most issues can be resolved this way
Step 2: Request PM Change
If issues persist:
- Email support@thrivepix.com
- Request a different PM
- Explain the situation (optional)
- New PM assigned within 24 hours
Step 3: Escalate to Management
For serious issues:
- Email support@thrivepix.com with "ESCALATION" in subject
- Describe the issue in detail
- Management reviews and responds within 24 hours
- Resolution plan provided
PM Availability
Business Hours
- Monday-Friday: 9 AM - 6 PM (your PM's time zone)
- Weekends: Limited availability, responses on Monday
- Holidays: Reduced availability, backup PM may respond
After Hours
- You can submit requests 24/7
- PM reviews and responds during business hours
- Urgent matters handled as soon as possible
- Emergency contact available for critical issues
PM Team Structure
Your Primary PM
- Main point of contact
- Handles 90% of communication
- Knows your account best
- Manages your requests
Backup PM
- Covers when your PM is unavailable
- Has access to your account
- Familiar with your projects
- Ensures continuity of service
PM Manager
- Oversees PM team
- Handles escalations
- Ensures quality standards
- Available for serious issues
Common PM Scenarios
Scenario 1: PM Asks Clarifying Questions
Why: Your request needs more details for accurate completion
What to Do: Answer questions thoroughly and promptly
Benefit: Ensures work matches your expectations
Scenario 2: PM Suggests Alternative Approach
Why: PM sees a better way to achieve your goal
What to Do: Consider the suggestion, ask questions, decide together
Benefit: Leverages PM's experience for better results
Scenario 3: PM Provides Timeline Update
Why: Request taking longer than expected
What to Do: Acknowledge update, adjust expectations
Benefit: Keeps you informed, manages expectations
Scenario 4: PM Requests Your Approval
Why: Work is complete and ready for review
What to Do: Review promptly, approve or request revisions
Benefit: Ensures you're satisfied before moving forward
Common Questions
Q: Can I request a specific PM?
A: PMs are assigned based on availability and expertise, but you can request a change if needed.
Q: What if my PM goes on vacation?
A: A backup PM will cover, with full access to your account and projects.
Q: Can I have multiple PMs for different projects?
A: Typically one PM handles all your work for consistency, but we can accommodate special requests.
Q: How do I give feedback about my PM?
A: Email support@thrivepix.com with feedback (positive or constructive).
Q: What if I prefer minimal communication?
A: Tell your PM! They'll adjust communication frequency to your preference.
Need More Help?
Contact your project manager or email support@thrivepix.com