Location
Singapore
Reports To
Team Lead, CPM
Employment Type
Permanent
Overall Job Purpose
Customer Project Manager (CPM) is part of Epsilon Customer Services Team and is responsible for managing overall delivery of customers’ orders with focus on exceptional customer experience. CPM owns the scope, requirements, schedule, communication, and status of the projects under their charge and is the main point of contact for customers and internal stakeholders.
Key Responsibilities
Customer Service Delivery
- Manage end-to-end delivery of customer’s orders
- Validate the scope, solution and customer requirements as per the signed Service Order Form (SOF)
- Liaise closely with customers – kick-off call, weekly meetings, prompt response to customer queries
- Manage the customer order schedule – set and track milestone for successful delivery
- Task internal stakeholders and coordinate task execution
- Escalate delivery issues and delays appropriately to the right stakeholders and overcome the issues timely to meet RFS date
- Manage project risks and dependencies and recommend workaround to meeting delivery timelines
- Set and meet Ready for Service (RFS) dates, complete customer orders and start billing
Supplier Management
- Liaise closely with suppliers and vendors
- Manage delivery timelines on off-net orders and 3rd party vendors, related to customer orders
- Escalate to suppliers in case of milestone delay or timeline breach
- Order and deliver 3rd party cross-connects
Process & Systems
- Follow Epsilon delivery process and ensure all order documentation is accurate and up to date
- Use Epsilon internal systems for order management and delivery
- Provide feedback and suggestion on process & systems improvements
Communication & Collaboration
- Effectively communicate and collaborate on daily basis with internal stakeholders (Sales, Sales Support, Solutions, Provisioning, Procurement) and external (Customers, Vendors, Suppliers)
- Using best possible communications channel (internal system, phone, IM, email) to resolve ongoing issues and achieve best possible result
- Embrace proactive and constructive communication
Job Requirements
- Bachelor’s degree in telecommunications, computer science or equivalent discipline
- 2+ years’ experience in hands-on project management from Telecommunications Industry
- Strong analytical and problem-solving skills
- Able to make sound judgement given unexpected project situations
- Excellent communication and collaboration skills
- Has “Customer first” mindset
- Leadership skills with ability to influence and inspire
- Keen eye for detail and a result driven approach
- Agile, adaptable and supportive
- Team player and problem-solver
- Able to identify issues, suggest improvements and solutions
- Industry recognized Project Management certification(PMP, Prince2, Agile) is a plus
