Note: The job is a remote job and is open to candidates in USA. Insight Global is seeking a part-time Technical Project Manager to serve as a strategic technical advisor for one of their largest telecom customers. The role involves managing customer success strategies, leading technical escalations, and ensuring the overall success of Voice and Customer Experience solutions.
Responsibilities
- Serve as a strategic technical advisor and primary client advocate, responsible for the overall success, adoption, support, and continuous improvement of Voice and Customer Experience (CX) solutions
- Act as the primary point of contact for technical escalations
- Provide leadership across all in-scope program components
- Develop customer success strategies aligned to business objectives
- Partner closely with Customer Success Managers to execute the customer’s CX vision
- Build strong customer relationships through ongoing engagement
- Lead weekly operational reviews and quarterly business reviews
- Perform Unified Communications design and inventory assessments
- Document solutions and best practices
- Deliver customer training to drive adoption
- Coordinate across internal support, engineering, project, and vendor teams to ensure seamless service delivery
- Monitor customer satisfaction and operational performance metrics
- Analyze customer feedback to identify trends and improvement opportunities
- Provide regular executive-level reporting on progress and outcomes
- Support customer growth by identifying upsell and cross-sell opportunities that enhance ROI, customer lifetime value, and overall business success
Skills
- Strong experience in technical project/account management, customer success, or a related technical advocacy role
- Experience managing and optimizing CX platforms and solutions, specifically including WebEx Calling and Webex Contact Center
- Familiarity with Mippbx and premise-based Unified Communications (UC) applications
- Experience managing complex technical escalations and coordinating with cross-functional technical/network engineering teams
- Proven ability to deliver structured reporting, lead technical reviews, and present strategic recommendations to stakeholders
- Deep understanding of broader network support structures, Managed Network Services, and third-party vendor integration
- Experience designing and conducting formal customer training sessions on enterprise technology platforms
- A proven track record of identifying and driving upsell or cross-sell opportunities within existing enterprise accounts
- Advanced experience tracking, analyzing, and improving specific business outcome metrics such as Customer Churn Rate, ROI, and Customer Lifetime Value (CLTV)
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