Implementation Project Manager I or II

Astound Broadband • San Antonio, TX

20h • Onsite

About The 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.

Requirements

• 2+ years of equivalent, relevant work experience in project management, implementation, or operations support roles.
• 5+ years of direct customer service experience.
• Ability to communicate by telephone, correspondence, and in person.
• Ability to communicate effectively and professionally.
• Basic mathematics techniques.
• Ability to conduct occasional site visits within the state up to 5% of the time, requiring limited travel, standing and walking.
• High school diploma or equivalent

Nice To Haves

• Previous experience in telecommunications sales support, order fulfillment or customer facing role, is preferred.
• Knowledge of CRM and/or project management software is preferred.
• Associate or Bachelor’s Degree in a related field is preferred.

Responsibilities

• 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.
• Other duties as assigned.

Benefits

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED