IT Project Manager

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  Identifying accounts at risk of loss or negative brand awareness
  
  


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  Creating a reportable structure for managing and sharing escalation information
  
  


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  Monitoring daily escalated account volumes
  
  


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  Facilitating stakeholder meetings on current red accounts
  
  


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  Reviewing top Hypercare accounts, action plans, and status
  
  


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  Reporting on all Hypercare accounts & trends
  
  


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  Own and manage a portfolio of Hypercare accounts as the primary point of contact throughout recovery lifecycle
  
  


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  Coordinate with Support, Engineering, Product Management, and VS&A teams to drive issue resolution
  
  


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  Lead technical action planning based on reported customer issues
  
  


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  Facilitate recurring syncs with customers and internal stakeholders to provide updates and maintain momentum
  
  


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  Maintain detailed documentation (RED records, case references, meeting notes, action plans)
  
  


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  Evaluate deployment readiness and product stability for escalated accounts
  
  


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  Monitor and flag risks to customer satisfaction; act quickly to course-correct
  
  


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  Train and delegate tasks to support agents while maintaining ownership of deliverables
  
  


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  Contribute to process and tooling improvements that scale Hypercare function
  
  


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  Occasional after-hours work based on business demands
  
  

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  High School diploma or equivalency
  
  


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  2+ years of experience in project management, technical account management, or escalations roles
  
  


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  Familiarity with network troubleshooting, basic scripting (Linux CLI), and systems integration (APIs, workflows, automation)
  
  

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  Familiarity with Salesforce, Workspace, Jira, and Slack, video, security, or access systems?
  
  


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  Background in surveillance systems, networking, technology, or enterprise software deployment.
  
  


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  Strong knowledge of Client Solutions products is a plus (Unity & Alta cloud-connected platforms)
  
  

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually as applicable.