vCom Solutions, Inc.

  • Manager, Project Management Team

    Job Locations US-CA-San Ramon | US-Remote
    Job ID
    2019-1161
    Category
    Engineering/Provisioning/Technical
    Type
    Regular Full-Time
  • Overview

    As the Manager of the Project Management Team (PM Team) you’re responsible for leadership, oversight and success of the PM Team. You provide daily management of the installation, documentation and ongoing support of voice, internet, mobility, cloud and data services. As the lead liaison between vCom, its clients, and service providers, you ensure customer satisfaction, revenue growth, customer retention, and profitability.  You prioritize building a cohesive team that functions effectively to ensure timely and accurate delivery and support of sold services.

     

    You’re a proven ops strategic planner with the ability to measure success. You’ll focus on making an impact through clearly defining success and achieving those results, while empowering the team to create the necessary process.  You’re a great communicator – someone who listens well, can easily provide feedback and coaching, and believes in transparency.  Your curiosity drives you to push yourself to learn and change, embracing the opportunity to change positively at each opportunity.  You’re motivated, not overwhelmed by the pace and volume of the workload.  If we asked your current or prior teammates, they would tell us that honesty, integrity, enthusiasm, and creativity are at your core. 

     

    In your first month, you’ll:

    • Build a basic understanding of our model, customers, carrier partnerships, products and intro to our process
    • Actively manage larger projects
    • Get to know PM Team and vCom processes

     

    In your first 3 months, you’ll:

    • Take a deeper dive and expand on your understanding of the above
    • Establish rapport and deepen customer partnerships (not carrier)

     

    In your first 6 months, you’ll:

    • Rally the team to execute on vCom’s vision and embrace change
    • Deliver on the shared vision of the Director of Service Delivery and PM Team Manager
    • Help the team drive projects to completion
    • Dive into partnerships with customers and partners (carriers)

     

    What you’ll do:

    • Strategic Planning
      • Work with Management to implement a successful customer implementation process, to attain a smooth transition from Sales.
      • Maintain a clear vision of the depth and breadth of vCom’s relationship with strategic customers.
      • Establish guidelines for obtaining and documenting customer timelines, pending events and other pertinent details associated with their implementations.
      • Work closely with Executive Management and other division leaders to ensure that a customer’s overall experience and messaging are consistent across all interactions.
      • Review and evaluate current business processes, and assess the need to update or change them to improve quality of service or create efficiency.
      • Develop and maintain a clear quantitative and qualitative understanding of workload, responsibilities and the tools available to effectively support the client base, improve customer satisfaction, and ensure customer retention.
      • Work closely with Management to understand, document, and provide training on carrier processes and idiosyncrasies. Ensure that the Team has the tools and knowledge to become self-sufficient.
      • Define and implement a successful Customer Implementation, Support and Engagement strategies, and oversee the teams responsible for delivering on that strategy.

     

    • Team Management
      • Work with Team on establishing relationships with new customers through a high-touch approach (kick off calls, follow up, timely and responsive updates), and the development of customer-specific implementation plans.
      • Work with Team to proactively identify opportunities to develop, maintain and/or improve existing customer relationships, by understanding their business requirements, drivers and needs.
      • Develop methodologies to assess workload, responsibilities, technical training and the tools available to effectively support the customer base, and ensure customer retention.
      • Act as an escalation point for projects, for internal and external customers.
      • Develop strong working relationships with key customers.
      • Work with the Account Team, OrderDesk and Service Delivery to ensure that client needs are met based on set expectations; work closely with Team to identify methods for strengthening client communication during the implementation process.
      • Work with the Account Team to encourage customers to leverage and use vManager.
      • Work with Management and IT to implement automation and streamline the customer notification process.
      • Work closely with Team and IT to identify areas of eliminating manual or redundant processes, and implement enhancements in iPath that improve service, while increasing efficiency.

     

    • Team Development
      • Recruit, hire and train qualified personnel based on vCom’s and the Department needs
      • Provide ongoing employee training and skill assessment to ensure cross training and proper work distribution
      • Perform ongoing employee evaluations and provide direct and frequent feedback to staff, to ensure sufficient, bi-directional communication and continued improvement
      • Evaluate ongoing team performance against vCom’s objectives, and work with Management to identify areas of improvement
      • Review and evaluate current business processes, and assess the need to update or change them to improve quality of service or create efficiency.

     

    • Ongoing Management
      • Work with leads to oversee employee training and skill assessment to ensure effectiveness, cross-training and proper work distribution.
      • Coach and support leads through ongoing employee assessments and dialogue, and provide direct and frequent feedback to staff, to ensure sufficient, bi-directional communication and continued improvement.
      • Evaluate ongoing team performance against vCom’s objectives, and work with Team and Management to identify areas of improvement.
      • Provide leadership and build a cohesive team environment that promotes organizational health.
      • Collaborate with Sales Leadership to ensure a successful implementation approach that promotes revenue generation

     

    What you’ll bring:

    • 4 years of experience in managing installation or implementation coordinators and project managers
    • 1-2 years of experience in managing install coordination and project management in the telecommunications industry, with an emphasis on RBOC, CLEC and ISP voice and data services in the small and mid-Enterprise
    • 4-5 years of experience in technology service delivery
    • Excellent written and verbal communication skills
    • Strong PC application skills
    • Strong analytical and problem-solving skills
    • Strong team and client focus, including ability to collaborate with customers.
    • Superior time management and multi-tasking skills
    • Attention to detail and accuracy
    • Resourceful, organized and independent
    • Goal oriented
    • Highly developed interpersonal skills with the demonstrated ability to interact among all levels of the organization
    • Ability to cultivate and sustain client relationships
    • Ability to prioritize multiple projects concurrently
    • Self-motivated, with high learning aptitude, and initiative
    • Ability to cope with stressful situations and maintain a calm and professional demeanor

     

    It’s also helpful if you’ve got:

    • BA/BS strongly preferred

     

    The Selection Process

    • After submitting a resume, qualified candidates will be invited to complete two separate assessments
    • Once the assessments are completed, candidates will participate in a pre-screening phone screen with Human Resources
    • A select group of candidates will be interviewed (by phone, video call, and/or in-person - rounds of interviews may include team members, managers, and executives)

     

    About vCom

    vCom is a cloud-based software and managed services company focused on helping enterprises manage IT spend from procure-to-pay.   We empower mid-market organizations to manage all of their technology relationships in a much simpler way. We are among the fastest growing companies, most appreciated by employees, and valued by our customers. vCom has received the prestigious Best Places to Work award in the SF Bay Area for twelve years running and is one of Glassdoor's Best Places to Work in 2019 (Employee's Choice, Small Business List). Our growth, innovation, and strong customer relationships are driven by our incredible employees who thrive on delivering amazing outcomes for our customers and team members.

     

    EEO Statement

    The Equal Employment Opportunity Policy of vCom Solutions, Inc. is to provide a fair and equal employment opportunity for all job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. vCom Solutions hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

     

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