Manages both the customer and Syniverse technical deliverables during the product implementation process to insure that high quality product solutions are delivered to our customers in a timely manner.
Provides a value added service by achieving business objectives and providing a high level of customer service to mid-sized and large domestic and international customers through the use of product knowledge and strong communication and coordination skills.
Demonstrates good judgment in selecting methods and techniques for obtaining solutions that are both efficient, cost effective and are alignment with both Syniverse’s and the customer’s business objectives.
Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures;
resolves a wide range of issues in imaginative as well as practical ways. Maintains excellent communication with upper management both within and across the organization.
Responsible for leading teams in a mature and organized manner, providing coaching, promoting both departmental and corporate policies and procedures and mentoring of team members.
Knowledge : Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures;
resolves a wide range of issues in imaginative as well as practical ways. This job is the fully qualified, career-oriented, journey-level position.
Job complexity : Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Interacts with senior internal and external personnel.
Supervision : Normally receives little instruction on day-to-day work, general instructions on new assignments.
Experience : Typically requires a minimum of 5 years of related experience. In some companies, the requirement will be less.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Customer Product Implementations
Performs as a Subject Matter Expert (SME) for a number of medium to highly complex product solutions.
Accesses both product and customer requirements to determine strategy for delivering a cost effective and timely solution.
Accurately interprets and validates contractual commitments and takes ownership for implementing the products and services described in the contract.
Understand how to interpret client’s business needs and translate them into application and operational requirements
Proactively communicates and collaborate with clients and business partners to analyze information needs and functional requirements.
Demonstrates strategic thinking, resolves and coordinates complex issues across the organization and promotes adherence to both corporate and industry policies and procedures.
Manages project resources and deliverables to ensure both contractual requirements and business’ key performance indicators are met.
Acts as a liaison among middle management, project sponsors, and the project team to ensure information is communicated and both internal and external customers are supported in the most appropriate manner.
Serves as the conduit between the clients, their business partners and the software development team through which requirements flow.
Provides direction, leadership, and coaching to resources assigned to project specific tasks.
Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.
Establishes strong customer relationships and effectively utilizes diplomatic skills for balancing customer requirements against corporate directives.
Demonstrates the ability to adapt to and lead, change, and coach others in the acceptance and support of change.
Reviews contracts with Account Owners to help establish and clarify expectations.
Reviews all aspects of the implementation with Customer to establish and clarify expectations.
Leads the Syniverse implementation team to validate scope, and to identify customer and Syniverse specific tasks and deliverables.
Gathers site and customer specific information to produce a project plan specific to the implementation effort and maintains the project plan to accurately reflect project status.
Leads the Syniverse Implementation team in the successful execution of the project plan by managing project milestones, schedules and dependencies with external customers.
Conducts recurring meetings to review of major milestones and deliverables in the project plan and to manages ongoing customer expectations throughout the project.
Conducts periodic risk assessments and identifies mitigation strategies to manage the risk and limit exposure.
Identifies, tracks, and reports on all issues during implementation process to ensure timely resolution and to minimize project risk.
Captures and distributes meeting notes in a timely and professional manner.
Identifies and resolves conflicts, misinterpretations and / or misunderstandings with internal teams, vendors, and Customer.
Ensures all internal / external quality measurements are met.
Completes all project closure activities, including customer sign-off, turnover to support, and billing initiation.
Facilitates identification, procurement, receipt, installation and testing of facility, network, hardware and software required for the implementation.
Manages the escalation process through internal and external organizations.
Coordinates knowledge engineering, and user and administrator training.
Participates on Product and Project Teams as an implementation representative to Sales, Marketing and Product Management for Syniverse's product offerings.
Maintains project documentation and stores in central repository to ensure corporate compliance and provide an audit trail backup support.
Maintains online system information in a timely and accurate manner to correctly reflect project status, manage deliverables and minimize project risk.
Administrative tasks such as time reporting, emails etc.
Adhoc assignments to support the department’s delivery and reporting requirements.
4 year college degree required; MBA preferred
1 + years of experience as project or program manager
2+ years product implementation management and customer Service and Support experience.
Understanding of Telecommunication industry product and services to include : Roaming, Messaging & Networking (SS7, IPX, VPN & LTE), Signaling Protocols (GSM and IS41), cellular switch interoperability, and hardware and software platforms.
Strong Leadership skills.
Strong working knowledge of Project Management principles (PMP Certification preferred).
Strong knowledge of Project Managements tool such as MS Project.
Excellent oral / written communication skills.
Strong Influence Management skills.
Strong Analytical and Problem Resolution skills.
Strong Organization skills.
Strong Control and follow-up skills.
Strong Risk Management skills.
Strong Facilitation skills.
Strong Conflict management and resolution skills.
Strong team building skills.
Marketing and / or product planning experience a plus.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.