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Cloud Project Manager - Client Activation

Company: MITEL
Location: Rochester
Posted on: September 13, 2019

Job Description:

Mitel is a global market leader in business communications, powering more than two billion business connections with our cloud, enterprise and next-gen collaboration applications.

With more than 70 million users in nearly 100 countries, Mitel is the only company that wakes up every day exclusively focused on helping customers take their communications from where they are today to where they expect them to be.

The Cloud Project Manager works to determine and manage project scope and timelines, identify and manage risks and dependencies, drive issues to resolution, schedule and facilitate meetings, provide status updates at the determined cadence and ensure an outstanding onboarding experience for telecommunications system installations. The position also manages standard adds, moves, changes and requests to otherwise modify existing contract. The position will not have budgeting or supervisory responsibilities, however will be held to forecast accuracy within 10% on a quarter over quarter basis.

Essential Functions:


  • Manage projects in accordance with contractual time, cost and quality requirements
  • Work with customers to identify requirements, project planning, evaluation and overall customer support
  • Responsible for scheduling and management of resources and delegation of tasks
  • Provide and execute on a detailed onboarding plan with customers
  • Set and meet critical onboarding deadlines with customers
  • Keep all resources within Mitel updated on project status; identify risk and concerns, document outcome for future customer endeavors
  • Work on complex telecommunications system installations; including but not limited to large enterprise sites, multi-site deployments, hybrid solutions and contact center installations
  • Ensure secondary transition plans are documented and track alternative design solutions when needed
  • Update and maintain internal customer record data base with all the information on customer orders for onboarding coordination and billing purposes
  • Working with clients to gather information and set up porting from their existing carriers, and develop secondary port solutions
  • Conduct a post-deployment debriefing meeting with the customer to ensure the deployment has met all the customers expectation
  • Ensure custom solutions are documented for the Mitel Customer Success Team and Support teams, and ready to accept accountability for the customer after successful implementation
  • Resource for team members who work on other projects that may need additional expertise
  • Work with others to formulate innovative solutions based on customer input and to help Mitel to develop strategies for the solutions to be offered
  • Follow project management guidelines and procedures to attain individual and team wide Net Promoter Score

    Requirements:

    • Bachelor's Degree in Business Administration or equivalent field from an accredited college or Technical School (preferred). May substitute equivalent combination of education and experience in addition to minimum experience requirement.
    • 3-5 years project management experience with real world experience; any experience in Telco and SaaS is preferred
    • Basic knowledge in Contact Center and Unified Communications
    • Experience working with Salesforce.com required
    • Experience with porting telephone numbers a plus
    • Basic knowledge of routers, switches and other network components
    • Must possess computer skills including spreadsheet knowledge, and word processing. Windows based software and Excel required. Experience in Microsoft Word, Excel, PowerPoint, and MS Project preferred
    • Exceptional interpersonal skills, excellent written and verbal communications skills
    • Naturally inclined to exceed expectations and provide outstanding customer service (both internally and externally)
    • Be passionate about the business, have a drive to succeed and maintain a calm demeanor in difficult situations
    • Project Management Certification (PMP) or working towards such certification would be beneficial.

      Travel: Potential travel of less than 10% annually.

      Mitel provides equal opportunities to all applicants and employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, national origin, sexual orientation, ancestry, sex (including gender identity, pregnancy, childbirth, or related medical condition), parental status, age, religion or religious belief, creed, disability, medical condition, genetic information, marital status, citizenship status, military service, political affiliation, or any other characteristic protected by state, federal law, or local ordinance.

      These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, demotions, transfers, compensation changes, training, career development programs, layoffs, and terminations.

      The Affirmative Action Plan is available for viewing to any employee or applicant for employment upon request.

      #LI-TH1

Keywords: MITEL, Rochester , Cloud Project Manager - Client Activation, Executive , Rochester, New York

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