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Astound Broadband, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services—and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company.
Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you’ll stay empowered to do your best work by creating astounding possibilities for local communities and beyond.
Purpose of Position
· The Implementation Project Manager plays a vital role in ensuring the high-quality, timely delivery of various telecommunications solutions for the Business Services segment. The primary role of this position is to manage various internal teams for the coordinated delivery of services (products) while providing clear, timely, and professional communications with external customers and various internal partners.
· This position is responsible for customer relationship management, coordination of all internal tasks required to complete service delivery of assigned projects, and close out of the project to assure accurate billing and high-quality post-installation support for all services.
Essential Duties and Responsibilities:
• This is an end-to-end Project Management position that will manage all aspects of projects as assigned to support the completion of Business Services customer orders. He/she will be the customer’s single point of contact throughout the process and be responsible for providing our customers with timely, accurate, and professional communications throughout the life of the service delivery process.
• Plans and tracks multiple projects; addresses resource planning and allocation issues; manages task delegation to accomplish project goals and objectives; provides ongoing status reports to the customer and internal project team members; provides timely updates in the appropriate workflow/support systems, and participates in process improvement programs as requested.
• Coordinates the project details with all stakeholders, internal and external, which may include the following: Customer, Customer’s Vendor(s), Sales, Sales Agents, Sales Engineers, Field Technicians, Construction Managers, Engineers, NOC technicians, Building Access or Right Of Entry Team, Billing support personnel, and others as required.
• Proactively monitors project progress identifying and resolving potential challenges to meet or exceed customer expectations. Escalate any orders with the appropriate party that may become in jeopardy or considered critical. This escalation includes ownership of the issue while providing timely updates until resolved.
• Target order completion dates according to the customer’s requested due date or according to standard intervals by order type or serviceability/build type.
• Provides accurate estimates of project completion dates in order to forecast the anticipated revenue impact for the company.
• Responsible for the proper close out of the service order(s) with the customer and within the appropriate systems in accordance with company policies and procedures and provides any formal documentation required to the customer such as completion notices and customer support information.
• Perform other duties as assigned.
Additional Duties and Responsibilities:
- Approach all customer relationships with the objective of providing an excellent customer experience.
- Participate in all training sessions that are assigned.
- Provide recommendations for process improvement and for improvements to the customer experience.
- Promote effective, positive relationships with our external and internal customers.
Qualifications:
• Working knowledge of telecommunications products and the general service delivery process.
• Effective, professional communication skills.
• A reputation for providing excellent customer service.
• Demonstrated excellent organizational and planning skills and ability to manage multiple tasks with multiple organizations with a positive attitude while embracing a changing environment.
• The ability to quickly learn new processes, procedures, and systems related to project management and service delivery, e.g. CRMs, workflow managements systems, and reporting tools.
• Strong computer skills; highly experienced with MS Office products.
• Some travel may be required but should be no more than 5% of time.
Required Qualifications:
- High School Diploma or equivalent
- 5+ years of equivalent, relevant work experience in service delivery of telecommunication services.
- Previous experience in telecommunications sales support, order fulfillment or customer facing role.
- Services installed/supported should include Dark Fiber and Dedicated Internet Access/IP Transit
Preferred Qualifications:
- Associates or Bachelor Degree preferred.
- Knowledge of CRM and/or project management software.
Our Mission Statement:
* Take care of our customers
* Take care of each other
* Do what we say we are going to do
* Have fun
Diverse Workforce / EEO:
Astound Broadband is proud to be an Equal Opportunity Employer. We embrace, support, and thrive on each other’s differences to maximize the experience of our teammates and our community. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.
CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf
