Project Manager

Summary

Join Sinch as a Project Manager and serve as the internal customer advocate, managing all operational aspects of customer needs throughout the onboarding and implementation process. You will be the primary point of contact for customers, ensuring all actions are taken with internal teams to drive operational issues to completion and enhance customer satisfaction. Responsibilities encompass customer support and project management from initial onboarding to project completion, including managing issues and conducting root cause analysis. You will gather information for customer setup, manage onboarding workflows, and maintain close relationships with sales and product teams. Furthermore, you will educate customers on Sinch processes and systems, and collaborate with sales engineering on solution design and implementation. This role requires a Bachelor's degree, 5+ years of project management experience in telecommunications, proficiency in Microsoft applications, and a strong understanding of telecommunications infrastructure and technologies.

Requirements

• Bachelor’s degree with business major or equivalent
• Minimum 5+ years Project Management experience working in telecommunications industry
• Highly proficient in Microsoft Software applications (Excel, PowerPoint, Project, Word)
• Experience with SalesForce Opportunities
• Working knowledge of the full suite of Sinch product and service offerings
• Strong understanding of Central Office infrastructure, colocation, carrier hotels, network architecture, transport interconnection, equipment, TDM & IP networks and services
• Working knowledge of DS0, DS1, DS3, OC-X, IP, and GigE technology
• General knowledge of switching technologies, routing and IP protocol
• Traffic analysis

Responsibilities

• Proactively support the customer through management of all operational aspects of the customer’s needs through the onboarding and implementation process
• Provide a consistent interface to customers for all elements of service and provide management to ensure all actions are taken with internal Sinch teams to drive operational customer issues and activities to completion and to increase customer satisfaction
• Assume ownership and overall coordination for managing issues and critical events through resolution and securing root cause analysis to customers and/or Sinch leadership
• Gather all required information for setup of new customers and implementation of services and project manage Customer onboarding workflows driving to meet timelines and manage customers’ day-to-day needs to meet expectations and provide best customer experience with timely status updates; always keep the customer informed
• Maintain close working relationship with sales and product teams to understand customer types and all Sinch products, proactively address customer issues, service, feature requests, growth opportunities, etc. and address product/service inquiries by obtaining information from internal stakeholders and communicating back to customers
• Educate customer on internal Sinch processes, systems and portals; conduct new customer portal training. Encourage and support customers in utilization of standard engagement procedures and tools, such as the Sinch customer portal and escalation guidelines
• Embrace the Sinch culture and participate in ongoing training, including staff meetings, in addition work with sales engineering to plan overall solution design and implementation and provide specific guidance to internal Sinch teams
• Manage Access Homing Tandem / Host Switch routing and setup; Host Switch - Quest, AT&T documentation; AHT tool and project manage grooms - customer, internal (non-network)

Benefits

• Comprehensive market competitive medical, dental, and vision plans
• A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants
• Free virtual counselling resources through our global Employee Assistance Program
• Roth and Pre-tax 401(k) options including an employer match for all participants
• Generous paid time off program
• Paid parental leave and family planning support
• Flexible remote work offerings
• Paid time off to support a volunteer program of your choice
• Commissions