Implementation Project Manager

at  UJET

ABOUT US

UJET is reimagining the contact center for modern consumers and brands. Our one-of-a-kind architecture delivers an entirely new foundation for security, reliability, and scale across customer service operations. A full voice and digital engagement suite is complemented by powerful AI and advanced analytics capabilities, and easy-to-use, intuitive design to make life easier for everyone involved - from customers and agents to supervisors and executives - all while driving meaningful operational efficiencies. Smart device capabilities like channel blending, photo and video sharing, and biometric authentication are available to deploy for full CX transformation when you’re ready. Innovative brands like Instacart, Turo, Wag!, and Atom Tickets trust UJET to deliver exceptional CX, no matter their size or location.So can you.
Learn more at www.ujet.cx.

UJET IS AN EQUAL OPPORTUNITY EMPLOYER

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don’t necessarily meet every single point on the job description, please still get in touch. We’d love to have a chat and see if you could be a great fit. (Thanks CultureAmp who came up with this statement - it’s too good and too important to not repeat).

RESPONSIBILITIES

• Highly visible role that functions as a critical link between our customers, alliance partners and UJET to oversee the execution and consistent delivery of UJET implementations.
• Execute internal process steps to Initiate new or expansion projects
• Host customer kick-off call leveraging internal collateral for consistent delivery of project initiation.
• Create long- and/or short-term project plans, including setting targets for milestones for adherence to deliverable deadlines
• Delegate tasks on the project to UJET resources who are best positioned to complete them
• Serve as the primary point of contact when multiple internal resources and 3rd party vendors are assigned to the same project to ensure team actions remain in synergy
• Communicate with customer key stakeholders (executives, governance boards, etc) to ensure project is aligned with their goals
• Adjust schedules and targets on the project as needs change or financing for the project changes
• Update project tracking tool with key dates and customer data points on a regular basis
• Conduct project close-out steps adhering to internal process and quality controls to ensure all deliverables have been successfully completed and project can be fully closed out.
• Proactively manage customer expectations and oversee customer communications throughout an implementation.
• Work on multiple customer projects simultaneously and successfully deliver projects on time.
• Contribute to the evolution of UJET’s Professional Services through the development and maintenance of service offerings, best practices, and project management methodologies.
• Partner effectively with our Customer Success, Support, Data, Product, and Engineering teams to facilitate the inclusion of the customer’s feature requests within the product.
• Be an advocate for the customer by triaging project issues/roadblocks and driving their resolution.
• Reach a moderate level of proficiency with the UJET platform and keep up to date on contact center best practices, systems, and trends.REQUIREMENTS
• Bachelor’s Degree from an accredited college or university, or equivalent work experience.
• 3+ years experience in a project manager role conducting technical deployments for small to mid-size level companies, with preference toward SaaS technologies
• PMP certification preferred
• Occasional business travel may be involved
• Excellent communication skills – written, verbal, presentation and interpersonal
• Collaborative team player
• Familiarity with industry CRMs preferred, such as Salesforce, Kustomer, Zendesk, MS Dynamics, and Hubspot
• Moderate experience utilizing Project Management tools/software.
• Technical writing and PowerPoint/Google Slides experience a plus

COMPLIANCE RESPONSIBILITIES

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.