ClickFox pioneered and remains the industry leader in providing the premier Customer Experience Analytics (CEA) solution for optimizing self-service information systems. ClickFox’ s unique software modeling solutions enable its customers to translate complex customer interactions across multiple self-service channels, including Interactive Voice Response, Web/Intranet, Email, Chat, Agent Desktop, Routing, and other enterprise applications. Through ongoing application of the ClickFox Customer Behavior Intelligence system, companies can dramatically reduce operational costs, improve customer satisfaction and revenue generation and enhance the overall interactive customer experience.
The ClickFox Technical Project Manager will be responsible for managing deployments and production support of a leading-edge Customer Experience Analytics software application. The position will include extensive interfacing with client and internal personnel across multiple time zones with the goal of providing timely, high-quality deliverables. Expectations are to do what it takes to get the job done and may require off-hour work.
Create and implement project work plans to manage the implementation, development and deployment of analytics platform.
Exceptional written and verbal communication to both client counterparts and internal Senior Management.
Works closely with internal Sales and Analytics teams to manage client accounts and ensure all responsibilities/commitments are being met.
Employ Agile strategies to achieve highest levels of team communication, alignment and process efficiencies and production throughput
Interface with internal and external support teams to troubleshoot and resolve day to day issues and mitigate escalations.
Understand complex customer contracts to ensure they are adhered to and fulfilled.
Schedule and facilitate effective team and client meetings.
Manage ongoing support of production implementations for the life of a client engagement.
Work with clients to identify operational up-sell opportunities to pass to Sales.
Set and manages client expectations.
Accurate and timely project documentation.
Work with Project Management peers to continually improve internal deployment methodology and standards.
2 years of previous project management with demonstrated experience in software development or deployments.
Bachelor’s Degree or higher.
Ability to understand complex software solutions and troubleshooting concepts.
Effective verbal and written communication skills.
Exceptional critical thinking and problem-solving skills
Conceptually understand application programming, database and system design, IP networking design, cloud-based hosting strategies and client/server architectures.
Experience working with Call Center or Customer Care technologies. (IVR, Routing, Agent Desktop, chat, etc.)
Understand how to communicate sensitive and/or difficult information in a professional manner.
Ability to take ownership and accountability of projects and drive results with minimal direction.
Demonstrated, ability to manage multiple projects simultaneously and prioritize work/tasks accordingly
Demonstrated use of project management tools, including MS Office suite, Power Point, Visio, MS SharePoint and MS Project.
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