Project Manager II


May 21, 2019
San Jose, California

Project Manager II (Ref#: CSCOJP00066039)
6+ Months Contract
San Jose, CA

Job Description:

Role & Responsibilities 
• Act as business driver to improve customer's and Client's internal operations. 
• Understand customer's internal business functions and culture. 
• Project-manage customer facing projects and internal services improvements. 
• Identify, build and maintain relationships with customer's management. 
• Act as single point of contact for operational issues. 
• Coordinate technical issues and customer needs with different support and engineers entities within Client (TAC, HTTS, AS, BU, Product teams, etc). 
• Represent customer needs to Client post-sales support teams and applicable organizations. 
• Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction and gap analysis to customer and internal Client personnel. 
• Provide customers with updates on hot or escalated issues. 
• Coordinate and conduct weekly conference calls to provide status reports to customer. Create and present quarterly reports to customers with analysis of customer's support needs. 

Desired Skills 
• typically requires a BS/BA degree or equivalent plus 4-6 years related customer support experience, project management experience or business experience. 
• Ability to work as a team member in a cross-functional matrix environment. 
• Excellent presentation and communication skills. 
• Knowledge of vertical market business trends and concepts. 
• Strong project management skills. 
• Strong influencing and negotiation skills. 
• Strong critical thinking and decision-making skills. 
• Strong understanding of Client's internal business functions. 
• Understanding of Client's sales cycle. 
• Understanding of pertinent software applications used for reporting and researching. 
• Ability to use PC/phone/pager for frequent communication. 
• Strong technical gap analysis skills and customer sat and customer service gap analysis skills-ability to apply knowledge and formulate customer recommendations. 
• CCNA or equivalent technical/networking knowledge. 
• Good understanding of Client products, solutions, technologies, protocols. 
• Proficient with MS Office applications(Excel, Powerpoint, Word, and Outlook). 
• Experience with Pivot tables and macros a plus. 

Demonstrate the ability to excel in the following areas: 
1. Customer Service 
2. Conflict Management 
3. Analytical and Trend analysis 
4. Communication/Presentation 

Specific requirements 
• Act as customer's strategic support consultant and advocate. 
• Lead continual improvement strategies to optimize customer's perceptions of service and support. 
• Understand customer's business, vertical market trends, financial complexities and monetary flow. 
• Identify up-sell opportunities and collaborate with account teams to develop compelling business justifications. 
• Establish/manage strategic cross functional relationships with account stakeholders globally. 
• Drive internal organizational improvements, MBOs and Best Practices. 
• Deliver complex service solutions for top-tier FTS customers. 
• Lead and influence stakeholders through critical delivery situations. 
• Manages customer facing projects and internal service improvements. 
• Be an established "go to" person and main point of contact for customer and internal operational issues. 
• Be an established "go to" person and leader within the HTOM organization. 
• Possess a high level of business acumen - demonstrated application of advanced business theory and extensive experience in multiple business functions. 
• Possess an in-depth working knowledge of a customer’s specific business environment; that is, industry, vertical, products, challenges, etc. 
• ITIL V3 Foundations certification 

Minimum Requirements: (“Must have” Qualifications) 
1 .Customer Service 
2. Analytical and Trend analysis 
3. Communications / Presentation 

Desired Skills/Qualifications/System Experience requirements: (“Nice to have Qualifications”) 
1. Project management 
2. MS office applications (Excel, Powerpoint, Word, and Outlook) 
3. ITIL