Project Manager - Customer Onboarding

Sangoma is dedicated to transforming communications technology for businesses across the globe. We are seeking a dynamic Project Manager for Customer Onboarding to lead the implementation of our solutions for new clients. In this role, you will be at the forefront of ensuring a smooth transition for customers as they integrate our communication systems into their operations. As the Project Manager, you will coordinate project timelines, resources, and stakeholders to ensure that onboarding processes are efficient and meet our high standards of customer satisfaction. You will be responsible for creating project plans, conducting kickoff meetings, and overseeing all aspects of the installation and training processes. Your goal is to ensure clients derive maximum value from our solutions as quickly as possible.

Key Responsibilities:

• Manage the customer onboarding project lifecycle from initial customer contact through to successful implementation and training.
• Develop and maintain detailed project plans, setting clear timelines and milestones for onboarding tasks.
• Coordinate with cross-functional teams, including Technical Support, Sales, and Product Engineering, to facilitate seamless project execution.
• Conduct kickoff meetings and communicate project expectations to customers and internal teams effectively.
• Monitor project progress, proactively identifying and addressing potential issues or delays.
• Gather customer feedback throughout the onboarding process and make adjustments to improve the experience.
• Train customers and their staff on the new systems and ensure they are comfortable and proficient in using them.
• Provide documentation and reports on onboarding progress and outcomes to management and clients.
• Act as the primary point of contact for escalated customer queries related to onboarding.
• Own and lead multiple, simultaneous customer engagements following the Sangoma methodology and utilizing project management best practices.

Maintain and report on key project metrics such as budget to actuals, resource consumption, risk register, and project timelines.

Qualifications:

3-5 years of experience managing customer onboarding or similar projects in a telecommunication or SaaS environment. Demonstrated experience with packaged application software implementation practices

• Proven ability to manage multiple projects simultaneously and meet deadlines in a fast-paced environment.
• Strong understanding of project management methodologies, tools, and software (e.g., Jira, Microsoft Project).
• Exceptional communication skills, both verbal and written, with the ability to effectively convey information to technical and non-technical audiences.
• Strong problem-solving skills and a customer-centric approach to project management.
• Experience in VoIP or telecommunications is a must.
• Ability to work collaboratively in a team environment and manage stakeholder relationships.
• Certification in Project Management (PMP, CAPM, or equivalent) is a plus.
• General working knowledge of Network technologies.

Up to 30% travel required Strong organizational and analytical skills that include the ability to respond to changing need and shifting priorities while minimizing project impact

What We Offer:

Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period

• Matching 401K program - 100% match on 4%.
• Employee Stock Purchase Plan after one year of service.
• Flexible Time Off & Company Holidays
• Entrepreneurial work environment partnered with high-growth career opportunities
• We value transparency and fairness in our compensation practices. For this role, we offer a salary range $80K to $100K based on location, commensurate with experience, qualifications, and location.
• Are you ready to make a direct impact on the company and be rewarded for your performance? Are you ready to take on a new challenge?
• Must be authorized to work in the United States on a full-time basis for any employer. No agencies or third-party resumes, please.
• Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.