Service Assurance Account Executive

Responsibilities

• 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.

Qualifications

• 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.
• Able to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships.
• Able to challenge the status quo with a focus on continuous improvement.
• Primarily office environment 8 to 5 with some business travel and after-hours support.
• Must be willing to work on-call via cell phone, including weekends and holidays.
• Highly motivated, self-starter who can thrive independently or in a team environment.
• Attention to detail with good organizational capabilities.
• Able to prioritize with good time management skills.
• Knowledge of the ITIL Framework and experience with incident management and problem management are helpful.
• Ability to adapt to change quickly, as well as manage a high-volume workload efficiently and effectively.
• Strong attention to detail and ability to multi-task and prioritize.

Pay

Estimated base salary range: $68,100 - $104,700 USD/annually. The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs.

Benefits

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave