Note: The job is a remote job and is open to candidates in USA. SMX Services & Consulting, Inc. is seeking a Program Manager to oversee customer-facing telecom implementation programs. The role is responsible for evaluating and developing programs, executing plans, tracking projects, resolving conflicts, coordinating solution implementation across countries, and managing documentation.
Responsibilities
- Review and analyze program objectives and requirements
- Identify internal stakeholders and require organizational support
- Understand the basic technical requirements of the project
- Identify potential bottlenecks in the implementation process and solution workarounds needed to meet and exceed customer's xpectations
- Communicate customer requirements
- Establish a baseline of shared objectives and expectations
- Define schedules and completion timeframes
- Ensure proactive, timely customer communication
- Position oneself as the primary client interface
- Lead Implementation Team
- Oversee configuration management and change control
- Supervise team members' documentation and task completion in relevant systems to ensure accurate status and billing trigger
- Provide accurate Project Scopes and Meeting Minutes to all stakeholders
- Provide feedback to internal organizations, including pre-sales, Finance, Product, and Provisioning, to improve internal processes
- Manage customer's demands and possible opposition to meet such demands
- Handle project planning according to deviations from the original schedule
- Ability to contain and deflect aggressive behaviors from customers and internal stakeholders, which may arise under high-pressure situations
- Document all information needed for a clean implementation and transition to maintenance teams in different countries
- Define human and material resources to implement solutions
- Coordinate interaction between different systems and people in several countries
- Attend testing and implementation calls and online meetings
- Adhere to customer's schedules, mostly in Latin America
- Manage documentation efficiently to comply with tight delivery frames
- Prepare implementation reports in standard and non-standard formats
Skills
- Bachelor's Degree, Engineering or equivalent experience in Telecom field
- Bilingual, with fluency in both English and Spanish
- 1-3 years of customer interface experience preferably in related area
- CCNP - Cisco Certified Network Professional
- Certified Project Management Professional (PMP)-PMI
Benefits
- This position may be performed remotely from any of the following countries: Argentina, Colombia, Chile, Costa Rica, Ecuador, Guatemala, Mexico, or Peru.
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