Project Manager 1

LiveVox has been a change-maker in the contact center space since 2000, providing a cost-effective path to voice and digital engagement, while significantly simplifying integration paths within our customers’ environments. Our true omnichannel solution provides a flexible data platform that layers in communication channels to multiply reach to consumers, maximizing every touchpoint, and enabling tailored communications with simplified connectivity to existing systems of record or CRMs. With all conversations, data stores and interactions in one place, LiveVox delivers a comprehensive view of the customer in a single ‘pane of glass’ empowering LiveVox clients to deliver the best experience to their customers. Moreover, our Workforce Optimization component derives actionable insights and identifies training opportunities, enabling call center associates to work effectively from anywhere and to continually improve. Growing an average of 25% CAGR YoY, LiveVox is adding new positions across all department in the company in the US, Colombia and 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**:

- 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.
- Ideally you hold a BA/BS degree; Business, Management, Computer Science
**Computer/Software Requirements**:

- Proficiency in all MS Office products.
- Knowledge of Salesforce a plus.
- Knowledge of JIRA a plus.
- Knowledge of Clarizen a plus.
**Knowledge, Skills, and Abilities**:

- Experience in a fast-paced environment, motivated, goal oriented, and persistent.
- High level of initiative and work well in a team environment.
- Technica