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

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

Service Assurance Account Executive

Key skills