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Job Locations US
A Customer Success Manager will be responsible for developing Customer relationships that promote retention and loyalty. Their job is to work closely with Customers to ensure they are satisfied with the services they receive, drive adoption and expand PGi’s value to their company. The CSM will be the Customer advocate within PGi, they will understand and communicate the Customers strategy and business needs and ensure all necessary focus is provided to retain and grow their book of business.    Promote Sustainable and Long-term user adoption   - Drive user adoption through ongoing workflow optimization, user education/training, and issue abatement. - Identify expansion opportunities through adding additional users as well as cross-sell upsell opportunities. - Develop and execute on long-term account plans. - Conduct quality & product usage checks to ensure customer & product satisfaction expectations are being satisfied for clients. Ensure that a high level of service is being delivered. - Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities - Track accounts’ performance and handle critical issues with clear execution plan and drive to get closure. - Provide mentorship and guidance to them by identifying the optimal way to realize their business aims using PGI product functionality - Help stakeholders adopt the right change management strategies to revolutionize how they use our solution internally. - Assist with onboarding processes. Hold product demonstrations for customers. Relationship building – trusted advisor   - Proactively connects with customers to gain an understanding of their needs and ensure they understand and find full value of our products and services. - Build and maintain healthy relationships, keeping client deployments on track for continual success. - Prepare business reviews with Customers. - Partner closely with members of other PGI teams supporting our client’s needs, work closely with the Sales and Service Delivery teams to increase revenue and facilitate renewals. - Proactive outreach to customers, advising them on potential issues, policy recommendations, new product functionality, networking and learning opportunities. - Develop Strategic Customer Success Plans to identify goals for each account. Partner with customers and colleagues to follow through, track progress and manage outcomes. - Act as point of escalation for customers, both internally and externally. - Share best practices and participate on the PGI product set to assist engagement and adoption. - Host Webinars and in person Workshops. - Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements - Build strong partnerships at senior levels, including C-Level and Mediate between clients and the organization.   Education & Experience: Minimum:   Bachelor’s degree (not specified) (or 8 years’ relevant experience in lieu of a degree) AND 3+ years SaaS experience   Preferred:   3+ years in a Customer Success or Account Management role in a SaaS environment.  Responsibility for up to $1.5m in account base   Skills and Competencies: - Analysis skills and the ability to develop processes and methodologies. - Experience in customer support, inside sales, and/or account management - Excellent written and oral communication skills; Ability to set expectations and communicate goals and objectives with customers and teammates. - Team player with strong communication and interpersonal skills. - Detail-oriented individual with the ability to rapidly learn and take advantage of new concepts, business models, and technologies. - Ability to break complex concepts into easy to understand concepts and training modules; Ability to solve complex problems under pressure - Have strong commercial awareness, with an ability to re-sell and up-sell PGi value propositions. - Strong ability to identify key results and critical solutions that support campaign & business objectives to produce successful campaigns - Effective issue identification, prioritization, and escalation skills - Strong understanding of internet technologies and a demonstrated capacity to learn - Some HTML/CSS knowledge a plus - Experienced with PC and Mac Operating Systems as well as a variety of browsers including Chrome, Internet Explorer, Firefox and Safari. - Superior sales, negotiation and closing skills with a proven track record of exceeding goals - Target driven and proven self-starter with ability to deliver on targets without constant supervision - Project Management, multi-tasking and Time Management Skills   U.S. Candidates -  Premiere Global Services, Inc. dba Premiere Global Services (PGi), and American Teleconferencing Services, Ltd. (ATS) dba Premiere Global Services (PGi) are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with disability.     EOE M/F/D/V - Drug-free Workplace                               U.S. Candidates - PGi and ATS participate in the federal E-Verify program. To learn more about E-Verify, please visit: http://www.uscis.gov    
Job Locations IE-Cork-Clonakilty
Human Resource Business Partner (Contract role)   Position Profile: Reporting to CHRO the Human Resource Business Partner EMEA will have responsibility for managing, delivering effective HR services across Premiere Global Services operations as directed.   The role is based in Ireland (Remote) &  may require travel when restrictions are eased.   Candidate Profile: - 3rd Level Qualification in HR, Business or related discipline - Demonstrated experience in a similar HR role is essential - Previous experience working in a HR department (preferably providing HR support pan-European) is essential - Previous payroll experience is desirable - Experience working in a multinational organisation with multi-national employees is desirable - Excellent working knowledge of local working practices and employment legislation - Ability to interact effectively with Junior and Senior Management – recommend & guide with confidence  - Have a proven ability to be a strong team player and promote teamwork and provide support at all levels - Highly developed communication and presentation skills. - Be capable of growing with the Company and taking responsibility for self-development. - Ability to work under pressure and deal positively with difficult situations. - Takes ownership & responsibility in all manner of tasks - Accountable and trustworthy - Solutions oriented – creative & proactive in approach - Demonstrates positive leadership   - Fluency in English is essential for the role - Excellent Organisation and Time-Management skills - Willingness to learn - Displayed ability to work on initiative – Self-starter - Work with a sense of urgency - Flexible and Adaptable - Attentive to detail, accuracy of work / information - Compliant in all tasks – working to internal policy and within legal & best practice guidance - Analytical and Numbers Literate - Discrete – understanding the importance of confidentiality in the job - Computer Literate – MS Word, Excel, PowerPoint, Internet and Email - Previous experience working with HR & Payroll Systems / Databases   Main Responsibilities   Recruitment - Work to headcount budget as directed - Ensure approval process is followed at all times for all recruitment and changes in headcount (using the formal requisition forms). - In conjunction with local Management, drive recruitment for all functions as required and approved. - Foster and develop relationships/partnerships for recruitment purposes with universities, colleges and other educational sources - Identify and work with recruitment providers and maximise where possible through direct advertising (i.e. web/media/networking) direct versus agency recruitment. - Continue to develop internal and external recruitment techniques to achieve organisational and business goals. - Continue to develop and update detailed job descriptions for all in-country roles in liaison with the SVP’s /Directors/Managers. - Pre-screening and Interviewing of candidates - Recruitment administration including the following – mail sorting, acknowledgements, decline letters and other written correspondence. - C.V. Filing, Maintenance - Confirmation of start details with successful candidates - Reference Checks, - Organisation of pre-Employment Medicals as required - Experience working with ICIMS advantageous.   Payroll Administration - Collation, preparation and completion of all information for monthly payroll in conjunction with payroll providers as required - Oversee & manage benefits such as Pension, Healthcare and Social Security administration    Employee Development & Training - Work closely with Management on career pathing and succession planning for employees in all areas of the Company. - Work with Management in an effort to foster a “learning” culture to ensure employees are multiskilled. - Identify and monitor the performance of training suppliers. - Support Management in the co-ordination and processing of Training Requests for their teams in line with training and educational assistance policies - Induction Training – production of course material in language and in–line with country legislation - Delivery of Induction training in-house as well as remote - Development of other training i.e. fire training, ergonomics training as directed - Training course arrangements and booking of same. - Track training costs and spend     Compensation & Benefits  - Research, develop and implement C&B policies ensuring equity and consistency while simultaneously ensuring C&B’s are market competitive - Ensure legal/tax compliance in the C&B process. - Communicate and educate employees in the technical areas of C&B’s. - Align C&B programs for all employees in line with in country legislation and best practice - Ensure where appropriate that all C&B Programs have been reviewed and approved by CHRO - Preparation of Employee contracts, letters, starter packs etc. - Preparation and Maintenance of Employee HR Files - Continuous monitoring and maintenance of HR files, databases etc. to ensure all relevant documentation is available and up to date - Conduct Benchmarking exercises and Salary Surveys as directed - Assist in the co-ordination of the Annual Performance Management process - Assist in the co-ordination of the Annual Salary Review process   Communication - Foster a culture of excellent communication in line with business policy. - Promote “Open Door” policy - Work with Management in-country to ensure that communication is regular, constructive, managed and well structured. - Ensure that all communication is inclusive and two-way. - In conjunction with European HR team, calendar regular Executive communication sessions   Employee Relations - Coach & support Directors / Managers particularly with regard to in-country employee relation’s protocols and legal framework. - Liaise with legal advisers as appropriate in matters relating to employee relations issues (following approval from CHRO). - Ensure that processes, policies, systems and relationships are fair, equitable and foster a culture of openness, trust and inclusion. - Develop & implement communication processes to ensure achievement of this goal. - Act as a people champion ensuring a climate of positive employee relations to maintain optimum flexibility and minimising employee relation’s issues.  Performance Management - Develop performance management systems, processes and standards. - Ensure end of probation and annual performance assessments are carried out. - Encourage, assist and coach functional directors, management and team lines on year-round performance management especially with regard to regular feedback to employees with regards to their performance vis-à-vis individual and company goals. - Instil functional management ownership for the performance management process and its implementation. - Provide constructive feedback and coaching to functional management on the quality of performance management activities and outcomes. - Advise and coach functional management on legal matters and protocols pertaining to performance improvement disciplinary processes.   Time & Attendance - Track all leave – authorised and unauthorised - Ensure that Attendance policies are being adhered to   HR Policies - Design, develop and implement HR polices and handbooks for in-country employees working to company policy where possible - Assist and coach line management on the implementation and interpretation of HR policies.   Legal - Ensure that all contracts/policies and HR systems comply with relevant country employment legislation. - Liaise with the Company’s legal advisers as appropriate on these matters. - Communicate any changes in the law to Functional Management in the appropriate country.   HR Administration - Champion the development of HR administrative processes and services with particular regard to filing and record maintenance systems. - Supervise the HR database to ensure accuracy. - Ensure compliance with employee data protection legislation.   Health & Safety - Ensure there is a safety management system in place to meet country specific legal and insurance requirements. - Ensure appropriate training is carried out for employees with regard to First Aid, Fire & Evacuation procedures. - Develop a safety culture in each location.   Reporting - Preparation of Reports as required – e.g. absence, turnover, vacation accrual, headcount etc.   General - Assist with all other Ad-Hoc projects as they arise - Build  & foster excellent relations with the other members of the HR team - Work closely with the team to ensure that all HR functions are aligned, to ensure linkage, build knowledge and to improve overall efficiencies etc. - Perform all other job related tasks as requested  
Job Locations US
Job Title: Software Engineer I   Location: Texas, Georgia Remote-USA    Primary Purpose of the Position   The Software Engineer designs, codes, documents, tests, and debugs internal and external web applications as well as reporting systems.   Duties, Responsibilities  - Implement designs by writing codes, unit testing and debugging for current and upcoming projects - Support production applications and analyze and optimize production problems within the applications and maintaining bug-free web applications - Write runbooks, help pages, and technical documents - Analyze application and system requirements and produce designs to help the Business Analysis team to document business requirements and design application architecture - Regularly report status to Project or Development Managers     - Coordinate Software Development Life Cycle(CDLC)                                                             Education and Experience Qualifications   Minimum - Bachelor’s degree in Computer Science/Engineering or related field (or 4 additional years of relevant experience in lieu of degree) - 2 to 3 years of relevant experience   Skills and Competencies - A combination of Angular, React, JavaScript,, JQuery skills. - Knowledge of HTML5 and CSS / SASS skills. - Knowledge of HTML accessibility tags and techniques. - Experience with responsive design. - Knowledge of JAVA, JSP or any other Server Side Programming language. - Experience interfacing with back-end web services (e.g. JSON, AJAX, REST) - Knowledge of software development practices including source code control, build environment, and tools     U.S. Candidates -  Premiere Global Services, Inc. dba Premiere Global Services (PGi), and American Teleconferencing Services, Ltd. (ATS) dba Premiere Global Services (PGi) are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with disability.     EOE M/F/D/V - Drug-free Workplace                               U.S. Candidates - PGi and ATS participate in the federal E-Verify program. To learn more about E-Verify, please visit: http://www.uscis.gov
Job Locations US
Job Title: Software Engineer II   Location: Texas, Georgia Remote-USA   Primary Purpose of the Position   The Software Engineer II designs, codes, documents, tests, and debugs software applications and systems.   Duties, Responsibilities   - Implement designs by writing codes, unit testing and debugging - Support production and analyze production problems in areas of expertise - Document design and implementation - Analyze application and system requirements and produce designs - Regularly report status to Project or Development Managers - Coordinate activities of internal and external resources in support of project deliverables     Education and Experience Qualifications   Minimum:        - Bachelor’s degree in Computer Science/Engineering or related field (or 4 additional years of relevant experience in lieu of degree) - 3 years of relevant experience Skills and Competencies   - A combination of Java, C#, SQL, jQuery, Angular, JavaScript ES6, React, Node.js . - Knowledge of UNIX and/or Windows J2EE environment -  Software design skills - Knowledge of software development practices including source code control, build environment, and tools - Tech Savvy– Anticipates the impact of emerging technologies and makes adjustments. Readily learns and adopts new technology. Scans the environment for new technical skills, knowledge, or capabilities that can benefit business or personal performance. - Manages Complexity – Asks the right questions to accurately analyze situations. Acquires data from multiple and diverse sources when solving problems. Uncovers root causes to difficult problems. Evaluates pros and cons, risks and benefits of different solution options. - Decision Quality – Makes sound decisions, even in the absence of complete information. Relies on a mixture of analysis, wisdom, experience, and judgment when making decisions. Considers all relevant factors and uses appropriate decision-making criteria and principles. Recognizes when a quick 80% solution will suffice. - Action Oriented – Readily takes action on challenges, without unnecessary planning. Identifies and seizes new opportunities. Displays a can-do attitude in good and bad times. Steps up to handle tough issues. - Optimizes Work Processes - Identifies and creates the processes necessary to get work done. Separates and combines activities into efficient workflow. Designs processes and procedures that allow managing from a distance. Seeks ways to improve processes, from small tweaks to complete reengineering. - Drives Results – Has a strong bottom-line orientation. Persists in accomplishing objectives despite obstacles and setbacks. Has a track record of exceeding goals successfully. Pushes self and helps others achieve results.  - Collaborates - Works cooperatively with others across the organization to achieve shared objectives. Represents own interests while being fair to others and their areas. Partners with others to get work done. Credits others for their contributions and accomplishments. Gains trust and support of others. - Communicates Effectively– Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels. Provides timely and helpful information to others across the organization. Actively listens to others. Adjusts to fit the audience and the message. Encourages the open expression of diverse ideas and opinions. -  Instills trust– Follows through on commitments. Is seen as direct and truthful. Keeps confidences, follow through on commitments, shows consistency between words and actions. Practices what he/she preaches. - Self-Development - Shows personal commitment and takes action to continuously improve. Accepts assignments that broaden capabilities. Learns from new experiences, from others, and from structured learning. Makes the most of available development resources. - Nimble Learning - Learns quickly when facing new situations. Experiments to find new solutions. Takes on the challenge of unfamiliar tasks. Extracts lessons learned from failures and mistakes. - Being Resilient– Is confident under pressure. Maintains a positive attitude despite adversity. Handles and manages crises effectively. Bounces back from setbacks. Grows from hardships and negative experiences.   U.S. Candidates -  Premiere Global Services, Inc. dba Premiere Global Services (PGi), and American Teleconferencing Services, Ltd. (ATS) dba Premiere Global Services (PGi) are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with disability.     EOE M/F/D/V - Drug-free Workplace                               U.S. Candidates - PGi and ATS participate in the federal E-Verify program. To learn more about E-Verify, please visit: http://www.uscis.gov