Service Assurance Account Executive
Zayo Group
full-time
Posted on:
Location Type: Remote
Location: Colorado • United States
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Salary
💰 $68,100 - $104,700 per year
About the role
- During customer impacting events, communicate proactively with customers regarding service status, including updates and answers to customer inquiries
- Act as an escalation point during events and engage directly with customer representatives, providing incident updates from NCC communications
- Serve as customer advocate, technical resource, and subject-matter expert for internal departments for their assigned customer and develop communication strategies with internal departments by staying well-versed in internal SLA’s and operational processes
- Define and help develop custom reporting and presentations to deliver during regular operations reviews, illustrating network performance; highlighting positive performance trends, and identifying areas for service improvement opportunities
- Partner with Network Control Center (NCC) to identify, create, implement, and track post-mortem analysis and preventive measures and then take the lead in presenting that information to the customer
- Define and communicate key Service Assurance process gaps that will be measured and tracked via Service Improvement Plans (SIP)
- Participate in both internal and external meetings associated with SIP until initiatives are resolved
- Monitor adherence to SLAs and service performance targets, track KPIs, and report on service performance to stakeholders
Requirements
- Bachelor’s Degree in Engineering, Telecommunications, or other relative technological field
- Minimum of five (5) years of telecom industry experience with knowledge of Voice, Transport, IP, Data, Fiber and Managed Services
- Strong technical and operational background and understanding of troubleshooting and configuration protocols
- Strong understanding of operations processes and systems across all internal organizations as well as industry best practices
- Exceptional customer-facing skills with an innate ability to empathize with customers
- Strong analytical skills and ability to convey that information succinctly and clearly
- Strong interpersonal, teamwork, conflict resolution, and negotiation skills
- Strong time management, organizational, and prioritization capabilities
- Excellent oral and written communication skills internally and customer-facing
- Well-versed in communicating at both the technician as well as executive levels
- Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships
- Ability to challenge the status quo with a focus on continuous improvement
- Knowledge of the ITIL Framework and experience with incident management and problem management are helpful
Benefits
- Excellent Health, Dental & Vision Insurance
- Retirement 401(k) Savings Plan
- Generous paid time off policy including paid parental leave
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshooting protocolsconfiguration protocolsnetwork performance analysiscustom reportingservice performance trackingKPI trackingincident managementproblem managementService Improvement Plans (SIP)Voice, Transport, IP, Data, Fiber, Managed Services
Soft Skills
customer-facing skillsempathyanalytical skillsinterpersonal skillsteamworkconflict resolutionnegotiation skillstime managementorganizational skillscommunication skills