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Project Manager, Modern Work

4 months ago

Atlanta, United States Momentum Telecom Inc Full time
Job DescriptionJob DescriptionMomentum was founded with a simple objective in mind: Enabling better, faster, and more efficient communication for businesses, employees, and customers. We’ve created a comprehensive selection of products and services ranging from connectivity to collaboration and engagement solutions.

Be a part of one of the nation’s leading providers of managed network, cloud voice, and operational support solutions to enterprise and wholesale customers worldwide. This opportunity provides competitive pay, benefits, no commute, and a substantial opportunity for career growth.

Primary Responsibilities:

  • Primary customer contact for all new customer onboardings and new service deployments
  • Maintain regular and clear communication with the customer, set and manage expectations, and deliver an exceptional customer experience during the onboarding and service delivery process
  • Discover, record, and validate customer requirements, call flows, and desired system features and functionality
  • Facilitate response to customer's technical questions associated with Teams Voice services, feature functionality, portal operation, call flows, and overall solutions design
  • Prioritize workload and activities based on business objectives
  • Verify call processing, call routing, feature interaction, and overall platform functionality at time-of-service activation
  • Provide customer training on customer portals and system functions, including Teams Phone end user training
  • Work with and manage Customer, Customer Vendors, Momentum Partners, Implementation, Provisioning and Porting resources to successfully design, configure, and implement services in line with customer’s expected timeline
  • Responsible for all decisions regarding procedural and technical considerations required to complete product implementations
  • Provide the first level of escalation to customers for questions and issues related to their existing service 2 weeks post-install
  • Provide initial post-install customer support for trouble resolution, call flow adjustment, training, and Moves, Adds, Changes, and Disconnects
  • Develop expert understanding of the Teams Phone environment, including all Voice components in the Teams Admin Center (TAC) and elements of the Microsoft Admin Center

Skills & Experience

  • Experience with voice service installation, service delivery, or customer-facing project management delivering complex telecommunication solutions
  • Experience with Teams Phone
  • Extensive working knowledge of VOIP solutions
  • Familiar with Microsoft Azure, 365 and Teams administration environments
  • Proficient with MS Teams, MS Outlook, MS Excel, MS Word, MS PowerPoint, and Salesforce CRM
  • Experience working in a virtual and/or home office environment
  • Ability to manage multiple priorities simultaneously
  • Ability to communicate technical terms and situations to technical and non-technical individuals
  • Significant focus and follow-through with a high attention to detail
  • Strong verbal and written communication skills

Education & Certifications:

  • Bachelor’s degree or equivalent
  • 2+ years of previous demonstrated project management experience
  • Microsoft 700 & 721 Certifications

Other:

  • Requires a private home office environment with a dedicated network connection with sufficient bandwidth to operate a virtual home office in a cloud environment
  • Comfortable communicating via video conferencing with both customers and internal staff