Customer Solutions Manager

The Role

This position is within our North America Operations organization and our Service Delivery function. The Customer Solutions Manager supports and manages complex, diverse, and technical projects using defined project management methods and tools. Drives project management activities and deliverables in alignment with the project financial and business objective and enables opportunities to maximize value.

The Main Responsibilities

• Assists UCC Implementation Project Team in driving implementation of activities for highly complex external customer projects/programs.
• Accountable for supporting external customer UC&C deployments in a timely manner, including coordination with cross functional teams when applicable.
• Analyzes and updates work plans and schedules.
• Develops methodologies, procedures, and systems to produce project tracking & reporting.
• Develops/updates project progress and status reports.
• Responsible for the progress of assigning & tracking complex projects & processes within budgetary and scheduling guidelines.
• Demonstrates the ability to fully support and manage multiple complex projects simultaneously.
• Preparation of quarterly project integrity audits, development & implementation of enhanced tracking, and reporting.
• Tracking of projects, tracks project issues/risks, & document progress and prepare status reports (metrics, summaries, etc.) for customer and leadership visibility.
• Communication of project critical dates and coordination with external and internal schedules related to the activity and workload.
• Coordinates the creation of work schedules and maintains active work planning through use of gaunt charts and related work tracking methods.
• Accountable for delivering process improvements, providing process management consulting and project management/coordination subject matter expertise to direct the activities of each project.
• Identify/Analyze process risks/issues and inefficiencies.
• Development and maintenance of relevant project documentation, including but not limited to WBS, project plans, risk assessments, communication plans, etc.
• Actively seeks opportunities to transform the business and eliminate costs.
• Provide consistent feedback on improvement opportunities related to the process and projects.
• Strives to ensure that each project is high quality, meets the measures of success

What We Look For in a Candidate

Minimum Qualifications:

• Highly Organized and detail oriented
• Experienced with project management/coordination.
• Bachelor’s degree or equivalent education and work-related experience.
• Experience in updating timelines, detailed reports, and executive summaries
• Must be proficient in the following software applications:
• Microsoft Office 365 (Word, PowerPoint, Outlook),
• Excel (ability to sort, filter, calculate formulas, link worksheets and knows keystroke shortcuts), with demonstrated skill in data gathering and analysis.
• Strong verbal and written communication skills are a must
• Ability to communicate project needs to internal and external teams/vendors.
• Utilize a consultative approach and maintain strong working relationships across multiple departments; internal and external; Conduct meetings with stakeholders to determine objectives and execute on deliverables.
• Motivated self-starter with experience working in a fast-paced work environment is a must.
• Strong ability to provide leadership/mentoring to other team members.

Preferred Qualifications:

• Proficient in Microsoft Project with the demonstrated ability to update complex project plans
• Proficient in Microsoft SharePoint with the demonstrated ability to work within lists, uploading documentation.
• CAPM Certification or Project +
• ITIL v3 or higher certification.
• Previous Telecommunication/Networking Project Management/Coordination experience.
• General information technology, telecommunications, hosted cloud voice solutions, vendor management and networking knowledge

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.