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Voice Implementation Project Manager

2 months ago

San Luis Obispo, California, United States Astound Full time
About the Role

Astound Broadband is seeking a highly skilled Hosted Voice Onboarding Specialist to join our team. As a key member of our organization, you will play a critical role in ensuring a positive customer experience for new customers during the post-sales implementation of Hosted Voice and Cloud Contact Center post-sales process.

Key Responsibilities
  • Customer Onboarding: Directly conduct customer onboarding for Large and Complex customers both virtually via web conferencing and in-person onsite for large enterprise customer deployments.
  • Documentation Development: Develop and maintain customer onboarding materials such as tutorials, presentations, guides, and checklists.
  • Project Management: Facilitate Voice Implementation Project Manager virtual onboarding by developing and maintaining providing required user-facing documentation.
  • Customer Education: Enhance customer education efforts provided by local technicians through the development and management of customer-facing collateral.
  • Handoff Coordination: Assist customer handoff from Sales/SE to Implementation on complex orders to streamline acceptance.
  • Network Readiness: Educate assigned customers on network readiness and coordinates with implementation to ensure the use of the LAN Readiness Checklist and supporting software.
  • Technical Expertise: Serve as technical expertise resource to implementation teams to support low volume and ICB product deployments.
  • Escalation Point: Provide escalation point to dispatch teams in support of technical installations focused around complex solution deployment in assigned region.
  • Post-Installation Support: Serve as secondary interface with customer for post-installation configuration changes and training needs in support of complex and/or large Hosted Voice deployments in designated region.
  • Discovery and Demo: Complete discover and demo for complex customer on an Individual Case Basis.
  • Large Enterprise Support: Support large enterprise deployments with in-person support that would result in approximately 50% travel within the Astound footprint. Approximately 10 per month depending on business need.
  • Other Duties: Perform other duties as assigned.
Requirements and Qualifications
  • Education: High school diploma or equivalent; Bachelor's Degree preferred.
  • Experience: 3-5 years' experience in Technical Support, Customer Onboarding or Related supporting large hosted voice and cloud contact center enterprise deployments.
  • Skills and Abilities: Must have strong technical proficiency with hosted voice and cloud contact center products and features with ability to complete system configurations. Strong internal and external stakeholder management skills needed to leverage cross-functional departments to ensure successful onboarding experience. Proven ability to communicate technical information to both non-technical and technical customers both verbally and in writing.
Benefits
  • 401k with Employer Match
  • Insurance Options including medical, dental, vision, life, and STD insurance.
  • Paid Time Off/Vacation 80 hours per year and increases based on tenure with the organization.
  • Paid Holidays 7 days per year.
  • Paid Sick Leave based on state and local ordinance.
  • Tuition Reimbursement Program
  • Employee Discount Program