Project Manager

The Project Manager serves as the internal customer advocate who is responsible for proactively supporting the customer through management of all operational aspects of the customer’s needs through the onboarding and implementation process. Provides a consistent interface to customers for all elements of service and provides 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.  Scope includes customer support and project management from initial onboarding request thru project completion. Assumes 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 addiiton 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)

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

OUR HIRING PROCESS  

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.  

We believe in a two-way process and encourage you to ask questions throughout the journey.  If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us! 

Benefits

• STAY HEALTHY: We offer 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.  

• CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.  

• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.  

• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.  

• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.  

• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.  

• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice. 

The annual starting salary for this position ranges between $75,000.00 - $100,000.00. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This position is eligible for commissions in accordance with the terms of the Company’s plan. Commissions for this position are estimated to be $10,000.00 annually and are based on performance.  This role will be accepting applications until January 27th, 2025 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.