at Inteliquent Inc. in Chicago, Illinois, United States
Job Description
Sinch Voice, formally known as Inteliquent, empowers cloud communications for service providers and enterprises over the country's largest and highest quality independent voice network, with over 125 million numbers in service and carrying over 300 billion voice minutes annually. Sinch Voice began expanding its network globally in 2021, and we expect to add 40 countries to our network by the end of 2022. Through our IP-based network and cloud communications platforms, Sinch Voice offers a variety of solutions for service providers and enterprises as they seek to evolve their communications to the cloud and improve their customer engagement.
Summary
The Customer Operations Project Manager serves as the internal/external customer advocate who is responsible for proactively supporting customer relationships through the management of all customer deployment and execution of projects. The Project Manager will function as the customer interface for all elements of service and ensures that actions are taken with internal teams to drive operational customer orders and/or issues to completion. The Project Manager will strive to improve the customer experience by exhibiting ownership from the initial customer onboarding request throughout project completion up to and including ramp. The Project Manager will project manage the deployment of new and existing services as well as assigned projects and programs to required timelines. The Project Manager may assume ownership for managing issues and critical events through resolution and coordinating root cause analysis to customers and/or internal leadership.
Deliver on required revenue goals
Gather all required information for the setup of new customers and deployment of services and project manage customer onboarding and billing request workflows
Work with sales engineering to plan overall solution design and project requirements and provide guidance to relevant internal teams
Responsible for submitting service orders for building new trunk groups or change order for existing ones
Facilitate internal and external customer calls as required to properly support the customer
Properly set customer delivery expectations as well as ensuring proper understanding of the install process and customer portal
Maintain close working relationship with sales and product teams to understand customer types and all Sinch Voice products, proactively address customer issues, service and feature requests, growth opportunities, etc.
Utilize reporting tools to address basic customer usage questions
Encourage and support customers in utilization of standard engagement procedures and tools, such as the customer portal and escalation guidelines
Properly utilize and update internal systems as required
Maintain customer information in the CMD database as required
Perform all other job-related duties and projects as assigned
Experience, Skills, and Education
Bachelor’s degree with a business major or equivalent
Minimum 5+ years of project management/customer management experience working in the telecommunications industry
Highly proficient in Microsoft software applications (Excel, PowerPoint, Project, Word)
Experience with Salesforce preferred
Superior customer service skills required
Must be a collaborator striving to meet organizational and company goals
Operate with a high degree of professionalism, credibility, and proactiveness
Strong technical troubleshooting and problem-solving aptitude
Ability to prioritize and balance multiple projects with strong follow-up skills
Exhibit a high degree of accountability by accepting responsibility and account for his/her actions
Ability to communicate clearly and concisely both verbally and written
Proficient in providing presentations to our customers as well as internally
Ability to comprehend complex technical topics and specialized information
Ability to identify process gaps and take the initiative to identify and pursue the required updates
We have a friendly and relaxed culture. We offer great benefits, including paid leave for new parents, paid time away from work for volunteer activities and, generous PTO.
EEO/Vets
