Project Manager

Project Manager

Apply Now

Position Details

Department:
Customer Success

Exemption Status:
Exempt

Reports To:
Vice President of Customer Success

Summary of Responsibilities

Works directly with clients and partners to ensure all onboarding deliverables meet the project scope requirements and are delivered on time.  Coordinates and collaborates with customers, partners and colleagues to ensure all aspects of each project are completed as required to meet customer expectations.  Ensures customer satisfaction and helps to improve customer loyalty by listening to the customer, communicating customer requirements and feedback internally, and ensuring the onboarding process and both post sales and post installation transitions go smoothly. 

Essential Duties/Responsibilities

  • Ensures all new installations are onboarded per contractual requirements. Prevents and minimizes delays by monitoring customer pre-installation activities and collaborating with partners and customers to remove obstacles impacting the onboarding process. 
  • Prepares project documents, plans, and presentations and ensures customer expectations can be met within the scope of the project.
  • Addresses any scope changes with Sales and ensures any customer expectations that cannot be met are reviewed with Sales, and Product Development and communicated back to the customer.
  • Conducts kick-off meeting, asks questions to understand and identify the customer’s critical call analytics needs, documents discussion notes and meeting actions and updates job documents.
  • Clearly communicates the Infortel Select pre-installation activities, tracks status of customer critical activities in Salesforce, and briefs the Implementation Engineer on any pre-installation activities that the customer is unable to complete prior to installation.
  • Communicates with customers, partners, management, sales and Implementation team on job status, custom work, additional customer requirements, and issues.
  • Opens cases for any open installation items, not identified during training and tracks these items to completion to ensure customer can use the Infortel Select system as designed as quickly as possible and to obtain customer acceptance.
  • Collaborates with Customer Success Managers to ensure high levels of customer satisfaction. Makes sure that all jobs in the active queue that are open more than 30 days are reviewed and plans are implemented to onboard the customer as quickly as possible.
  • Ensures customer transitions from the sales to pre-installation and from installation to post installation phases go smoothly.
  • Maintains customer folder, updates Salesforce, and prepares information for weekly and monthly management and board reports.
  • Provides project management guidance and support for internal projects when requested.
  • Creates documents to meet customer needs and creates and updates ISI documentation as needed.
  • Listens for sales and service lead opportunities and promotes ISI’s portfolio whenever an opportunity to do so arises.
  • Obtains customer acceptance of project deliverables and post implementation feedback and communicates areas for improvement.
  • Forecasts future trends for projects to inform resource planning function. Identifies issues and provides options and solutions for identified risks and issues. 
  • Develops detailed project plans and measures project performance using appropriate systems, tools and techniques including Salesforce and survey results.
  • Manages projects appropriately and prioritizes work assignments to balance workload, while still meeting customer desired timelines.
  • Identifies process and customer loyalty improvements and submits them to management and on-line.  
  • Maintain all privacy and security requirements related to confidential customer information or proprietary company information.
  • During the regular course of business, this position will have access to confidential customer information and must ensure customer’s and ISI’s security processes are followed, and requirements are met when handling confidential information.
  • Collaborates with Implementation team to document and enhance implementation processes.

Education & Minimum Experience Required

BA or BS, preferably in Business, Computer Science or Project Management, and/or 2+ years of project management, program coordination and customer support in the technology industry, or the equivalent combination of education and experience. PMP certification a plus but not required.

Competencies

  1. Working knowledge of project management tools and techniques
  2. Excellent customer support skills
  3. Solid organizational skills
  4. Strong written and oral communications skills
  5. Strong presentation skills
  6. Demonstrated meeting and team facilitation skills
  7. Knowledge of general Telecommunications concepts and call analytics
  8. Microsoft Office & Microsoft Project
  9. Ability to juggle multiple projects, demands, and reprioritize as necessary to align with changing business objectives
  10. Previous experience with Salesforce is a plus

Why ISI?

  • ISI offers a competitive base salary commensurate with experience and a bonus plan
  • Flexible Work from Home Policy available
  • Full benefits package including medical, dental, and 401k plans
  • Generous Paid Time Off (PTO) policy to ensure a solid work/life balance
  • At ISI we hire driven, dedicated individuals who want to be part of a team. Our working environment encourages employees to excel. We believe in rewarding our staff for exceptional work.

Apply for the Project Manager Position

Name
Drop files here or
Max. file size: 300 MB.
    ISI is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. ISI is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

    We Live By Our Values

    Authenticity

    At ISI, we want you to be your authentic self. We also want you to accept others for who they are. We believe that honest and empathetic communication is the best way to cultivate trust and meaningful relationships, which is critical to a healthy and sustainable work culture.

    Creativity

    Curious people thrive in our culture. We love questioning the status quo and looking for better ways to do things. We never stop learning or preparing for the future. At ISI, we depend on creative individuals who aren’t afraid to speak up and challenge old paradigms. This is how we drive innovation.

    Integrity

    Integrity is our compass. It keeps us on our path, even though uncertain and challenging times. It’s how we treat our customers, our employees, and our community. We wouldn’t have lasted four decades without it. It means being humble and courageous. A learner and a leader. It means working for the betterment of yourself, your team, and customers at the same time.

    "We want people on our team to always stay curious. Curiosity is the driving force behind creativity, and is vital to keeping a technology company like ours innovative and competitive."

    Jason Forehand

    Chief Executive Officer

    ISI Analytics

    Our Benefits

    In addition to offering a supportive, high-energy & fun work environment, we offer a competitive salary structure and comprehensive benefits package. Our benefits include:

    Health, Dental, Vision, Life, and Short-term and Long-term disability insurance

    Tuition & Professional Development Reimbursement policies

    401k Plan and Company Match

    Identity-Theft coverage (LifeLock)

    Flexible spending benefit plans for health, dependent care, transit, and parking expenses

    Paid Time Off (PTO)

    Flexible work-from-home policy

    On-site Fitness Center

    "ISI is a great place to work – we have a tight-knit, collaborative culture, with leaders that provide mentorship while still allowing independence. After 32 years, I am more excited than ever to be part of this team and its future."

    Kathy Learnan

    Director of Customer Support