Project Manager

Project Manager

We are seeking a highly organized and client-focused Project Manager to lead our customer onboarding experience. The ideal candidate will excel in communication, project coordination, and client support, ensuring a seamless and white-glove transition for new clients adopting our product lines. Acting as the primary guide from contract signing through post-launch, this role requires close collaboration with both clients and internal technical teams. You will manage expectations, document onboarding progress, deliver comprehensive training, and drive results that enhance user adoption and overall client satisfaction.

Key Responsibilities:

• Serve as the primary point of contact and dedicated guide for clients navigating the onboarding and implementation lifecycle.
• Maintain regular, proactive, and concise communication with clients to manage expectations and ensure a white-glove customer experience from kickoff to handoff.
• Engage with clients to gather essential requirements and information needed for the setup of Security Services, IT, Voice, and Data products.
• Document the entire onboarding journey via our ticketing/CRM system, ensuring all notes, correspondence, and client requirements are meticulously recorded.
• Coordinate with internal technical teams to ensure equipment procurement, provisioning, and configuration testing align with the client's project timeline.
• Act as a consultative partner, suggesting product features and best practices to maximize the user experience and elevate the client's business operations.
• Guide clients through specialized procedures, such as the porting process via our porting platform, ensuring they understand necessary steps and timelines.
• Develop creative and innovative training materials, delivering in-depth demos and educational sessions for clients, agents, partners, and internal staff across multiple platforms (voice, porting, mobile apps, faxing, etc.).
• Facilitate the seamless onboarding of new clients/partners for specific platforms like Connectware, ensuring timely rollout and proactive support.
• Provide dedicated post-launch support during the critical hyper-care phase, assisting with troubleshooting, call flow adjustments, additional training, and MACD (Moves, Adds, Changes, Deletes) before handing off to the general support team.
• Monitor all active client implementations, providing clear status updates and keeping all stakeholders informed of project milestones.
• Organize and prioritize a portfolio of onboarding projects and workload activities to meet varying deadlines while maintaining high-quality service delivery.

Qualifications:

• Associates Degree or experience in a related field
• Experience in customer onboarding, implementation support, or project management, particularly in a technology or service-oriented environment.
• Exceptional communication, interpersonal, and client-facing presentation skills.
• Ability to independently manage multiple client onboarding projects and tasks simultaneously.
• Strong technical aptitude with a working knowledge of IT, security services, voice, and data products (ability to comfortably translate technical concepts to non-technical clients).
• Experience with ticketing systems, CRMs, and strict documentation practices.
• Strong problem-solving skills, empathy for the user experience, and high attention to detail.
• Ability to work collaboratively as a liaison between internal technical teams and external clients.
• Demonstrated ability to build training materials and effectively educate diverse audiences.