Project Manager - Telecom Services

RESUME MUST BE IN ENGLISH

About Vivant

Vivant is a fast-growing U.S.-based Managed Services Provider (MSP) delivering enterprise-grade connectivity, networking, VoIP, and managed IT solutions to multi-location businesses across the United States. We operate in a high-performance, fast-paced environment where uptime, accountability, and customer experience matter.

We are expanding our remote team across Latin America and are looking for an experienced Project Manager who thrives in a dynamic environment and enjoys leading teams while working directly with customers, vendors, and cross-functional teams.

Role Overview

Vivant is seeking an experienced Project Manager to lead the successful delivery of client projects while overseeing and supporting a team of Project Coordinators. You’ll be responsible for planning, executing, and monitoring projects, managing resources and timelines, addressing challenges, and ensuring clear communication across customers, internal teams, vendors, and other stakeholders.

If you have strong leadership and organizational skills, excellent communication, a proactive mindset, and a proven ability to manage both people and projects, Vivant is the place for you! Join us and help drive successful outcomes for our clients and our team.

Do Not Apply If...

• No People Management Experience: You have not previously managed, supervised, or led a team or direct reports.
• Not Customer-Facing: You're looking for an internal coordination or administrative role rather than owning customer relationships and project outcomes.
• Not Project Management: Your experience is primarily administrative, task-based, or support-focused rather than managing projects from planning through completion.
• Not an Owner: You prefer detailed direction over taking initiative, making decisions, and driving projects and teams independently.
• Not Vendor/Technical Coordination: You haven't coordinated vendors, carriers, subcontractors, or technical teams to deliver customer projects.
• Not Telecom/IT Projects: Your experience has no connection to Telecom, MSP, IT Services, Networking, or Low Voltage environments.

Your Day-to-Day as a Project Manager

Team & Project Leadership

• Lead and oversee a team of Project Coordinators responsible for customer implementations and project delivery.
• Provide direction, coaching, support, and accountability to Project Coordinators to ensure projects are completed successfully.
• Assign priorities, monitor workloads, and ensure team members are meeting project timelines and responsibilities.
• Review project performance, identify gaps, and provide feedback and guidance to improve team and project outcomes.
• Serve as the primary escalation point for complex project issues, customer concerns, and internal blockers.

Customer Relationship Management

• Build and maintain strong, long-lasting client relationships.
• Establish trusted relationships with key accounts, customer stakeholders, and executive sponsors.
• Oversee the customer experience throughout the project lifecycle, ensuring proactive communication, timely updates, and successful project delivery.
• Step in to manage escalated customer concerns and ensure appropriate follow-through.

Presales & Project Handoff

• Partner with Sales, Support, Accounting, and Project Coordinators to ensure accurate information is gathered and communicated before projects begin.
• Participate in sales and knowledge-transfer meetings to understand customer requirements, scope, timelines, and expectations.
• Ensure project information, requirements, and customer commitments are properly documented within Utiliko.
• Review potential project risks and ensure the appropriate teams are prepared for implementation.

Project Implementation & Installation

• Oversee customer implementations from kickoff through installation, completion, and handoff.
• Ensure Project Coordinators effectively coordinate with Sales, Installation, Support, Accounting, vendors, carriers, ISPs, field technicians, and customers.
• Monitor project timelines, milestones, dependencies, and potential blockers to ensure projects remain on schedule.
• Ensure services are installed correctly, number porting and carrier requirements are properly coordinated, and customer expectations are being met.
• Make project-level decisions independently and escalate critical risks or issues to the Lead Project Manager, Tiffany, when appropriate.
• Take ownership of escalated issues and ensure they are driven through resolution.

Post-Installation & Handoff

• Oversee the completion of post-installation activities and ensure projects are properly transitioned to the appropriate internal teams.
• Ensure billing, support, and account setup requirements are completed accurately and on time.
• Monitor outstanding project items and ensure they are resolved before project closure.
• Ensure customers receive appropriate follow-up and understand the next steps after implementation.

Onboarding & Training

• Oversee a smooth onboarding experience for new clients.
• Ensure Project Coordinators are prepared to support customers throughout implementation and onboarding.
• Support or participate in customer training sessions when appropriate.
• Identify training needs within the Project Coordinator team and help develop coaching and training resources.

Account Management

• Monitor account and project health and identify potential issues, risks, or opportunities.
• Work closely with Sales and other departments to identify opportunities for account growth, upselling, and cross-selling.
• Ensure customer concerns and opportunities are communicated to the appropriate teams.

Feedback & Continuous Improvement

• Gather customer and team feedback and identify opportunities to improve project delivery and internal processes.
• Work with Sales, Support, Operations, and other teams to address recurring issues and improve the customer experience.
• Identify opportunities to improve workflows, communication, and project execution.

Retention & Escalation Management

• Identify and mitigate customer satisfaction and churn risks.
• Take ownership of escalated customer concerns and ensure appropriate resolution.
• Partner with internal teams to develop solutions that improve customer satisfaction and retention.

Documentation & Workflow

• Ensure project processes, responsibilities, and workflows are clearly documented and consistently followed.
• Identify gaps in existing processes and take ownership of developing improved workflows.
• Create or support the development of training materials and videos for Project Coordinators and internal teams.
• Ensure project documentation remains accurate and up to date within Utiliko.

Performance & Project Metrics

• Monitor project and team performance against established goals, timelines, and key performance indicators.
• Track project health, completion timelines, customer satisfaction, and other relevant metrics.
• Identify trends, bottlenecks, and performance gaps and take appropriate action.
• Provide regular updates and insights to the Lead Project Manager regarding team and project performance.

Requirements

• Professional, well-mannered, highly organized, and self-motivated
• Previous experience managing, supervising, or leading a team
• Proven ability to coach, support, delegate to, and hold team members accountable for their responsibilities and performance
• Strong project management and organizational skills, with the ability to manage multiple projects and priorities simultaneously.
• Strong attention to detail and follow-through
• Creative, out-of-the-box thinker and proactive problem solver
• Excellent communication skills, both written and verbal
• Strong customer-facing and relationship-management skills
• Ability to work independently, make informed decisions, and take ownership of outcomes with minimal supervision
• Ability to remain calm and effective under pressure while managing competing priorities and escalations
• Strong leadership, accountability, and urgency
• Ability to identify risks, remove blockers, and drive projects and teams toward completion
• English Level: C1 required - RESUME MUST BE IN ENGLISH

Experience

• People Management / Team Leadership: Previous experience managing, supervising, or directly leading a team (Required)
• Customer-Facing Experience Supporting U.S.-Based Clients: Minimum of 3 years (Required)
• Project Management: Minimum of 3 years managing projects from planning through completion (Required)
• ISP/Telecom Services, MSP, IT Services, Networking, or Low Voltage: Minimum of 1 year (Required)
• Experience coordinating vendors, carriers, subcontractors, and internal technical teams
• Experience managing multiple projects, timelines, priorities, and stakeholders simultaneously
• Experience using Microsoft Teams, project management tools, and ticketing systems

Benefits

Why Vivant?

• Competitive salary + bonuses: The harder you work, the more you earn.
• Culture: We value Reliability, Product Knowledge, and Autonomy.
• Growth: As the company expands, we want you to grow with us.

Schedule:

• Work hours aligned with the U.S. Central time zone between 8 AM - 5 PM Monday to Friday

Compensation:

• Monthly Base Salary: $2,000 – $3,000 USD.
• Determining Factors: Final offer depends on technical expertise, years of relevant experience, and specific skills.
• Note: This range covers base pay only; all other benefits will be discussed during the offer stage.

Join Vivant and level up your career!