Note: The job is a remote job and is open to candidates in USA. TDS Telecom provides high-speed internet, television, and phone services while expanding fiber optic networks across communities in the United States. The Project Consultant - MDU leads the implementation and onboarding of complex Multi-Dwelling Unit customer projects, coordinating customers, vendors, and internal teams from initial onboarding through installation, upgrades, and service activation.
Responsibilities
- Lead the implementation and onboarding of MDU services across a national portfolio of developers, builders, property owners, management firms, and HOAs
- Manage complex projects from initiation through successful and timely installation, upgrade, and service activation
- Coordinate project timelines to ensure installations align with building occupancy dates, development schedules, and customer commitments
- Drive a positive customer experience, with success measured through project performance, timeline adherence, customer satisfaction, and survey results
- Develop a strong understanding of customer requirements, project scope, timelines, and service expectations, and communicate these accurately throughout the onboarding and implementation process
- Facilitate discussions between customers, vendors, and internal teams regarding product design, engineering, provisioning, network requirements, and installation requirements
- Serve as a key liaison between customers/vendors and TDS support teams, ensuring questions, issues, and project requirements are clearly communicated and resolved
- Identify potential project risks, gaps, or delays and proactively coordinate with appropriate internal teams to keep implementations on track
- Ensure orders are accurately designed, entered, and provisioned to support a seamless implementation and customer experience
- Maintain current knowledge of processes, procedures, systems, products, and network delivery options that impact the MDU customer base
- Partner cross-functionally with sales, engineering, provisioning, operations, construction, service delivery, and other internal teams to successfully execute MDU projects
- Manage customer expectations by establishing clear milestones, responsibilities, timelines, and communication plans
- Provide consistent and proactive communication to customers and vendors throughout the implementation process
- Maintain accurate project and customer information within applicable systems and ensure timely updates throughout the project lifecycle
- Implementation - Assume primary responsibility for the successful implementation of MDU locations. Serves as the main point of contact for our MDU customers during implementation phase, which includes using resources to answer the customer’s technical questions and keeping them apprised of the status of their pending engineering work orders, clarity projects, DFN launches
- Coordinate site visits and final upgrade/installation details with customer/or our vendors. Ensure customer satisfaction throughout the entire order fulfillment process and day of upgrade/installation for MDU accounts. This includes testing end user online shopping experience upon completion of the installation. Maintain detailed records of all implementation activity and installation forecast via the CRM Tool and excel project tracking is essential to this position
- Represent the MDU channel and the customer at internal meetings with Managers of Project Implementations to review the status of facility builds, Network Operations teams to align project management efforts to the customer desired target dates, and Service Addressability teams on verification/validation of MDU addresses in LCM. Represent the MDU channel and TDS at customer meetings to facilitate and represent cross functional efforts during the customer onboarding project
- Work with the MDU primary contacts to train them on how to represent the services to their end users. This includes education on ordering process, validating addresses, and aligning them with internal service address systems, order fulfillment of promotional flyers/information, and post-install follow up calls with building owner/property manager to ensure there is no outstanding issues and transition of the account back to the Account Executive or Account Manager
- Lead cross-functional teams to ensure every customer touchpoint achieves its intended purpose on behalf of the customer and meets targeted KPIs. Collaborates with peers across the organization for processes improvements, procedure updates, and communications that provide clarity while promoting overall efficiency and accuracy
- Work with marketing to drive MDU enhancement with a focus on communication tools. (Marketing Material, Training Material, etc.)
Skills
- Bachelor's Degree or higher OR 4+ years professional work experience
- 2+ years of customer service in a business-to-business support environment
- 1+ years of experience in managing complex customer implementations or project management
- Must have and maintain a valid driver's license, insurance, and have access to reliable transportation
- Ability to travel up is an occasional requirement and after-hours work is needed from time to time
- Ability to work effectively with customers at “C-Level” and other levels of management
- Track record of success in MDU or business-to-business sales support
- Ability to build and maintain strong working relationships across multiple businesses units and customers to drive successful outcomes focusing on the team
- Strong oral and written communication skills
- Excellent analytical skills
- Extensive computer application experience including Teams, Excel and Word, DocuSign, Salesforce, or similar CRM
- Well organized, good time management skills, ability to multi-task and close attention to detail
- Ability to work independently, receive direction from multiple sources, and balance multiple work tasks at once
- History of identifying problems, gathering data, consulting others, soliciting input, weighing the facts, making decisions, and effectively implementing the decision
- Confidence coupled with necessary empathy to quickly set any customer at ease
- Ability to grasp new concepts quickly, willingness to learn and continue to learn as evidenced by formal education or work experience
Benefits
- Medical Coverage (for associates scheduled to work 20 or more hours per week)
- Dental Coverage (for associates scheduled to work 20 or more hours per week)
- Vision Coverage (for associates scheduled to work 20 or more hours per week)
- Life Insurance (for associates scheduled to work 20 or more hours per week)
- 401(k) Plan (for associates scheduled to work 20 or more hours per week)
- Generous Vacation & Paid Sick Leave (for associates scheduled to work 20 or more hours per week)
- Seven Paid National Holidays & One Floating Holiday (for associates scheduled to work 20 or more hours per week)
- Paid Parental Leave (6 weeks after 12 months of employment; for associates scheduled to work 20 or more hours per week)
- Adoption & Surrogacy Assistance (for associates scheduled to work 20 or more hours per week)
- Employee Assistance & Wellness Programs (for associates scheduled to work 20 or more hours per week)
- Short-Term & Long-Term Disability (for associates working 30 or more hours per week)
- TDS Service Discounts (for associates working 30 or more hours per week)
- Education Assistance (for associates working 30 or more hours per week)
- Paid Volunteer Time (for associates working 30 or more hours per week)
- All associates will have the opportunity to participate in Associate Resource Groups, which are designed to encourage community and facilitate professional development.
- This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.
Company Overview