Service Assurance Account Executive

🕒 Julho 13

⛰️ Colorado – Remoto

⛰️ Colorado – Remote

💵 $68.100 - $104.700 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🧑‍💼 Executivo de Contas

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Zayo Group

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2007

📦 Logística

💼 Consultoria

🏥 Saúde

💰 $92.900.000 Grant em 2023-06

Logistics • Consulting • Healthcare

A Zayo Group é um dos principais provedores globais de serviços de infraestrutura de comunicação, oferecendo uma ampla gama de produtos e serviços, incluindo fibra e transporte, conectividade de rede, infraestrutura móvel, redes privadas e vários serviços gerenciados, como SD-WAN e soluções de segurança. A extensa rede da Zayo se estende por mais de 145. 000 milhas de fibra e conecta mais de 1. 500 data centers em todo o mundo. Seus serviços atendem a diversos setores, incluindo educação, finanças, saúde, varejo, mídia e entretenimento, e mais, ajudando as empresas a alcançarem soluções de conectividade escaláveis e seguras. Com foco em inovação e sucesso do cliente, a Zayo investe continuamente na expansão da rede e na excelência da entrega de serviços.

Descrição

• 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 expertise 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. • Travel is limited to customer or direct report requests (10% of the year).

🎯 Requisitos

• 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.

🏖️ Benefícios

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