Client Project Manager - San José, Costa Rica - Nitel

Nitel

Empresa verificada

San José, Costa Rica

hace 2 días

Publicado por:

Andrea Rodríguez

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Descripción

Nitel is a leading Managed Service Provider specializing in secure, flexible Network-as-a-Service (NaaS). Our software-driven approach empowers businesses with cutting-edge network architectures, optimizing performance and security. We value collaboration and thrive in a fast-paced environment where open communication is key. Join us***
the position

You are an "Implementation Expert" and act as the primary liaison between Nitel's internal teams and the end customer on installations for their newly contracted services.

You goals are to drive timely deliverables to the customer according to the Service Level Agreement, while creating an excellent experience for the customer.

your playbook

Project Management:_
Ensure services sold are delivered correctly and within the expected interval schedule
Coordinate the deployment of carrier circuits to be installed within the standard interval schedule
Monitor timely completion of deliverables per the implementation plan, including fiber, network designs, equipment, test, turn up and activation
Meet established departmental objectives and report regularly on progress or problems on the internal team's project plan milestones
Proactively identify issues that may prevent an order from advancing to installation and escalate matters to the appropriate party for resolution assistance
Provide various reports (e.g., order progress/order issues) to the project team for streamlined project implementation and effective customer service management
Keep operational systems uptodate with accurate and complete information to enable internal teams to execute their functions successfully
Voice of the Customer:_
Provide ongoing communication with customers pertaining to the project implementation schedule, holding project status meetings, new/resolved issues, and responses to customer issues
Chronicle all customer communications in internal systems, per department procedures and expectations
Proactively work to resolve customer issues that are escalated to management's attention by clarifying and researching the issue and providing information to management and by maintaining customer involvement with their order progress or delays
Manage and initiate escalation processes with internal and external resources to resolve issue
Is highly responsive and makes sound procedural decisions for customers and vendors while maintaining the order within the interval schedule
Continuous Improvement:_
Improve customer retention by providing exceptional customer service and working continuously to improve internal communications and processes
Maintain and knowledge of Nitel products and services
Meet quality, productivity, turnaround time and other expectations
Share job knowledge and responds to inquiries from peers/colleagues

skills you bring to the field

Bachelor's degree in business, marketing, engineering, computer science or related area preferred
Minimum 23 years' experience in technical or project coordinator/management
Minimum of 35 years' experience in telecommunications is required (operations experience coordinating MPLS, Ethernet Services, Fiber Builds, Internet, and other services is a plus)
Impressive communication skills
Strong administration and coordination abilities; detailoriented with transactional work
Possess strong customercentric abilities ability to "read the customer"
Familiarity with Microsoft Office suite, particularly Word and Excel; proficient in database skills
Experience with CRM tools such as Salesforce is preferred
Ability to operate in a fastpaced, demanding environment, meet tight deadlines, work well under pressure and maintain quality of work
Demonstrate analytical and critical thinking, sound judgement and good problemsolving skills
Ability to work independently; exhibit good team and crossfunctional relationships
Possess solid planning, organization, and timemanagement skills
Professional and ethical standards of behavior and strong work ethic

our rally cry