Project Manager, Customer Experience

Project Manager, Customer Experience- Dania Beach, FL

As a Project Manager, you will be part of a team of customer-facing Project Managers who support development professional services to integrate customer systems with our platform. Project Managers are expected to maintain the project scope, escalating issues where appropriate and to maintain time, cost, and quality requirements.

Project Management team members must have a strong understanding of IntelePeer’s customer’s business objectives and the ability to identify and articulate how IntelePeer’s solution supports the achievement of the customer’s business goals. As a member of the Project Management team, you must have the ability to coordinate and collaborate with Fortune 100 clients and their respective project teams.

Our project managers are a critical part of the customer experience across IntelePeer’s customer base and are customer advocates for successful solution delivery. Team members are responsible for understanding the health of the IntelePeer customers they are working with to ensure IntelePeer meets both the requirements and expectations.

This position may have access to Protected Data. Protected Data is sensitive information, usually client or client customer data that reveals personally identifiable information, or health, or financial information.

REPORTS TO: Director, Project Management

Position Responsibilities

- Develop the strategic planning of multiple projects and coordinate internal resources and possible third parties/vendors for the flawless execution of projects.
- Ensure that all projects are delivered on-time, within scope and within budget.
- Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
- Ensure resource availability and allocation
- Develop a detailed project plan to monitor and track progress
- Manage changes to the project scope, project schedule and project costs using appropriate verification techniques
- Report and escalate to management as needed
- Perform risk management to minimize project risks
- Create and maintain comprehensive project documentation with details
- Recognizes being a team player is the way to get ahead and has a positive outlook on project performance and success
- Ensure project level status is provide to customers and project teams by successfully managing the relationship with the client and all stakeholders

Requirements

Education:

Bachelor’s degree or higher, preferably in the fields of computer science or project management

Expertise & Experience:

- Project Management Certification a plus
- 5 – 7+ years of directly related professional experience
- 7+ years of experience in customer facing teams, preferably working in a contact center environment
- Quality and customer service driven to consistently delight customers
- Experience with hosted/as-a-service offerings, development, and IT infrastructure
- Experience with start-up and/or high growth companies
- Solid organizational skills including attention to detail and multi-tasking skills
- Strong team player who is willing to go above and beyond to help others
- Superior verbal and written communication skills
- Dynamic, confident and professional demeanor with a positive attitude
- Strong external and customer presentation and interaction skills
- Proficient in creating process documentation
- Proficient in Microsoft Word, Excel, PowerPoint, Outlook
- Strong working knowledge of Microsoft Office

To apply email recruiter@intelepeer.com

Project Manager, Customer Experience