101VOICE is a trusted provider of Unified Software as a Communication (USaaC) solutions, specializing in VoIP technology, hosted telecom services, and advanced communication platforms. With a strong focus on reliability, security, and innovation, 101VOICE has been empowering businesses and organizations for over 15 years. We are committed to delivering exceptional customer experiences by offering tailored solutions that address diverse communication needs.

We are seeking a highly organized and detail-oriented Sr. Onboarding Coordinator and Project Manager to manage the customer onboarding process while applying project management principles to ensure seamless execution. This role requires a blend of customer engagement, technical acumen, and project management expertise to deliver exceptional results. You will oversee the onboarding lifecycle, manage implementation projects, and collaborate with cross-functional teams to achieve operational excellence and customer satisfaction.

Project Management:

• Define onboarding project scope, objectives, deliverables, and timelines.
• Develop project charters, timelines, and milestones using project management tools.
• Coordinate internal resources and third parties/vendors for project execution.
• Identify risks and develop mitigation plans to ensure projects are delivered on time and within scope.
• Track project performance using metrics, ensuring alignment with established goals.
• Conduct post-onboarding evaluations to assess project success and customer satisfaction.

Process Optimization and Innovation:

• Design and implement streamlined onboarding workflows and templates.
• Automate onboarding processes where feasible to improve efficiency and consistency.
• Analyze onboarding feedback and data to identify areas for process improvements.
• Stay updated on industry best practices and technology trends to enhance onboarding and project management processes.

Cross-Functional Collaboration:

• Work closely with sales, engineering, and support teams to align customer requirements with technical capabilities.
• Liaise with technical teams to resolve implementation challenges and escalate issues as needed.
• Ensure a smooth transition of customer accounts from onboarding to account management and support teams.

Documentation and Reporting:

• Maintain detailed project plans, progress reports, and status updates for stakeholders.
• Document customer requirements, system configurations, and unique implementation details.
• Prepare and deliver presentations on project outcomes, key learnings, and areas for improvement.

• Bachelor’s degree in business, IT, project management, or a related field (or equivalent experience).
• 5+ years of experience in onboarding coordination, customer success, or project management roles, preferably in telecom, SaaS, or IT environments.
• Strong knowledge of VoIP technology, SIP standards, and Unified Communications systems.
• Proven experience in managing cross-functional projects with multiple stakeholders.
• Proficiency in project management tools (e.g., Asana, Microsoft Project, Trello) and CRM systems (e.g., Salesforce).
• Demonstrated ability to manage multiple complex projects simultaneously.

Preferred Skills and Certifications:

• PMP (Project Management Professional) or CAPM (Certified Associate in Project Management) certification.
• Experience with agile or hybrid project management methodologies.
• Familiarity with ITIL frameworks and processes.
• Technical certifications related to VoIP, networking, or telecom (e.g., CCNA, VoIP Professional).

All your information will be kept confidential according to EEO guidelines.

Core Competencies:

• Exceptional organizational and multitasking skills.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills, with a customer-focused mindset.
• Ability to adapt quickly to changing priorities and thrive in a fast-paced environment.