Customer Implementation Project Manager

Remote
Full Time
Experienced
About Cloudli Communications
Cloudli Communications delivers modern business communication solutions designed to help organizations connect more effectively with their customers. From unified communications (UCaaS) and SIP trunking to IP fax and messaging services, Cloudli provides reliable, scalable, and secure platforms backed by a dedicated onboarding and implementation team.
We are currently seeking a Customer Implementation Project Manager (CIPM) to lead cross-functional implementation projects for our business clients, ensuring timely, high-quality delivery of Cloudli’s communication solutions.
Position Overview
The Customer Implementation Project Manager is responsible for managing end-to-end technical implementations for new and existing customers — from project kickoff to service activation. This role requires strong coordination between Customers, Partners, Sales Engineering, LNP, and Development teams to deliver projects on time and within scope. The ideal candidate will blend strong project management discipline with technical acumen in VoIP, UCaas, SIP, and networking environments.
Key Responsibilities
  • Lead multiple simultaneous customer implementation projects, ensuring adherence to timelines, deliverables, and quality standards.
  • Serve as the primary point of contact for customers throughout the onboarding lifecycle.
  • Coordinate with internal teams (Sales, Sales Engineering, LNP, Support, Network Operations, and Development) to ensure all technical components are properly configured and validated.
  • Conduct project kickoff meetings to review requirements, call flows, network readiness, and porting details.
  • Manage project documentation, including intake forms, configuration details, and change control.
  • Develop and maintain proficiency in the Cloudli Connect VoIP platform to provision, validate, and troubleshoot customer solutions during implementation.
  • Track and report project progress, risks, and dependencies to internal stakeholders and customers.
  • Identify opportunities to streamline and improve onboarding processes, tools, and customer experience.
  • Utilize Zendesk, and internal tools for task tracking, reporting, and status visibility.
  • Support ongoing transformation initiatives that enhance project visibility and efficiency across teams.
Qualifications
Required:
  • 5-7 years of experience in technical project management, implementation, or customer implementation in telecommunications, UCaaS, or managed services.
  • Solid understanding and experience troubleshooting VoIP, SIP trunking, and network topology.
  • Proven ability to manage multiple projects and deliver results under tight deadlines.
  • Strong organizational, documentation, and communication skills (verbal and written).
  • Proficiency with Zendesk, MS Excel, and project tracking tools.
  • Customer-first mindset with the ability to translate technical language into customer-friendly terms.
Preferred:
  • PMP, CAPM, or Agile/Scrum certification.
  • Familiarity with APIs, integrations, SIP troubleshooting.
  • Experience in a UCaaS, SaaS or fast-paced, cross-functional environment.

Key Competencies
  • Technical aptitude: Understands telecom infrastructure and service dependencies.
  • Project leadership: Confidently drives cross-team collaboration and accountability.
  • Customer experience focus: Prioritizes clarity, communication, and smooth transitions.
  • Analytical mindset: Uses data to track progress and drive efficiency improvements.
  • Adaptability: Thrives in a rapidly evolving, growth-oriented environment.

 
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