The Project Manager serves as the internal customer advocate who is responsible for proactively supporting the customer through management of all operational aspects of the customer’s needs through the onboarding and implementation process. Provides a consistent interface to customers for all elements of service and provides management to ensure all actions are taken with internal Sinch teams to drive operational customer issues and activities to completion and to increase customer satisfaction.  Scope includes customer support and project management from initial onboarding request thru project completion. Assumes ownership and overall coordination for managing issues and critical events through resolution and securing root cause analysis to customers and/or Sinch leadership.

Gather all required information for setup of new customers and implementation of services and project manage Customer onboarding workflows driving to meet timelines and manage customers’ day-to-day needs to meet expectations and provide best customer experience with timely status updates; always keep the customer informed Maintain close working relationship with sales and product teams to understand customer types and all Sinch products, proactively address customer issues, service, feature requests, growth opportunities, etc. and address product/service inquiries by obtaining information from internal stakeholders and communicating back to customers Educate customer on internal Sinch processes, systems and portals; conduct new customer portal training. Encourage and support customers in utilization of standard engagement procedures and tools, such as the Sinch customer portal and escalation guidelines Embrace the Sinch culture and participate in ongoing training, including staff meetings, in addiiton work with sales engineering to plan overall solution design and implementation and provide specific guidance to internal Sinch teams Manage Access Homing Tandem / Host Switch routing and setup; Host Switch - Quest, AT&T documentation; AHT tool and project manage grooms - customer, internal (non-network)