Project Manager 1
hace 5 días
**Project Manager 1 Job Description**
LiveVox is a cloud-based contact center platform that powers more than 14 billion interactions a year. We seamlessly integrate omnichannel communications, CRM, and WFO capabilities to deliver an exceptional agent and customer experience while reducing compliance risk. Our reliable, easy-to-use technology enables effective engagement strategies on communication channels of choice to drive performance in your contact center. Our battle-tested risk mitigation and security tools help clients maximize their potential in an ever-changing business environment. With 20 years of pure cloud expertise, LiveVox is at the forefront of cloud contact center innovation. Our more than 650 global employees are headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India.
**WHAT YOU'LL BE DOING**:
The LiveVox Project Manager 1 role is designed to be a client facing role. The Project Management team is an extension of the Business Operations Department but works with all areas of the LiveVox organization. The main objective of the Project Manager 1 is to work closely with assigned LiveVox resources to execute the approved client request and to facilitate the requests through completion on time. In addition, the Project Manager 1 is expected to manage internal and external projects. Project Manager 1 will also be responsible for educating clients on self-service features, scoping and leading projects, working difficult cases, and expected to be a SME based on the business function. Finally, Project Manager 1 will work with internal and external resources to provide updates and required deliverables accordingly. Through these efforts, the Project Manager 1 is expected to guide, support, and enforce adherence to organizational processes and procedures (Ex: Change Control Process, Implementation Project Process Methodology, etc.).
**WHAT YOU'LL BE RESPONSIBLE FOR**:
- Assist the team with revenue generation projects and/or internal projects.
- Be the primary point of contact both internally and externally for the assigned client request and assess the work requested to determine the appropriate LiveVox Resources to engage to complete the work.
- Capture, research, and organize all necessary requirements for executing client requests.
- Ensure that necessary information for the request, along with accompanying documentation, are submitted into SalesForce according to existing processes.
- Research customer accounts and take actions regarding a variety of account and usage questions and issues.
- Ensure escalation cases are routed to the proper team.
- Demonstrate strong follow-through and consistently keep commitments to customers.
- Direct and coordinate tasks for open Work Orders/Project to ensure steady progress towards completion date. Receives little instructions from management for coordinating the completion of the tasks.
- Ability to work more difficult cases with little to no supervision or initial details.
- Ability to scope work request alone and with a level of effort to get the proper resources to complete the request.
- Monitor status of all Open Work Orders in Salesforce daily to ensure appropriate resources have been allocated, requirements have been gathered, and work is being completed and on time.
- Work with multiple teams to establish estimated timelines for completion of Work Order requests.
- Participate in ongoing training sessions and team meetings to continue expansion of LiveVox Product offerings and adhering to current processes.
- Contribute to an environment that encourages information sharing, cross training and an absolute focus on resolving customer issues effectively.
- Identify inefficiencies in workflow and suggest solutions to the Management Team.
- Gather and report user feedback to help improve product features.
- Adhere to existing LiveVox escalation procedures to ensure client needs are routed to the appropriate departments within LiveVox (ex: Support Escalation Protocol, Work Order Escalation Protocol or Product Development Process).
**WHAT YOU BRING**:
- BA/BS degree; Business, Management, Computer Science, or similar.
- 1+ year experience of working as an active party working in projects.
- Previous experience meeting with, presenting to, and influencing executive management.
- Experience with LiveVox solutions preferred.
- Proficiency in all MS Office products.
- Knowledge of Salesforce a plus.
- Knowledge of JIRA a plus.
- Knowledge of Clarizen a plus.
**Work Environment and Hours**
All LiveVox jobs have been 'Work from Home' for the last 2+ years due to the pandemic. We are now welcoming back our teammates who live proximate to an office using a flexible, hybrid approach.
**People with Different Abilities, Welcome**
**Important Facts about LiveVox as an Employer**
LiveVox is proud to be an equal opportunity workplace and an affirmative action employer. We are committed to
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