Implementation Operations Specialist

2 weeks ago

Albany, United States Lightyear Full time
Job DescriptionJob Description

The Company: 

Lightyear is using the power of automation to help enterprise IT teams operate more efficiently. Lightyear’s software helps IT teams automate telecom procurement, network maintenance, contract management, and more in a SaaS product that has caught the attention of top venture investors and enterprises in a short period of time. We've raised >$22M from investors that were first in Robinhood, Discord, Plaid, and Flexport. Our team is lean and has top brand name experience (Google, Goldman Sachs).

The Position: 

As a Lightyear Implementation Operations Specialist, you will work under our Head of Operations and partner with Product and Sales leaders to enable best-in-class experiences for both our customers and internal employees. You'll do this in the following ways: Manage customer and supplier interactions throughout a customer's journey procuring telecom services. Work with customers and Lightyear employees to define, standardize, and improve our key workflows and internal processes (across procurement and network operations). Leverage user feedback and data analytics to identify product and process improvements as we scale and prioritize investments. 

Your work will directly impact the experience of users of the Lightyear software platform, both external and internal.

Responsibilities

  • Manage the customer journey for delivering telecom services that are purchased via the Lightyear platform to ensure they are delighted every step of the way 
  • Define and improve our core operational processes around customer, supplier, and operations engagement across Lightyear’s software platform
  • Partner with Product and Engineering to document processes around new features, provide insights on feature utilization, and automate core workflows
  • Partner with Sales and Marketing to define standards for performance and deliver an exceptional customer experience from beginning to end
  • Manage our telecom supplier relationships to optimize processes around information retrieval, invoicing, installation, and issue resolution

Qualifications

  • Comfortable working closely & leading engagements with customers, particularly IT professionals & engineers, to ensure they are happy throughout the process
  • Fast-learner with the capacity to develop expert knowledge of how our product works
  • Strong program/project management & execution skills with the ability to drive action and accountability
  • Strong analytical and problem-solving skills with an orientation toward optimization
  • Highly collaborative, pragmatic approach to resolving issues and coming up with solutions
  • Desire to identify and implement process and product improvements
  • Highly organized and able to prioritize work effectively
  • Strong attention to detail
  • Eagerness to work in early startup environments
  • Bonus: Experience in B2B wireline telecommunications, particularly as a network engineer

** This role is remote


 

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