Carrier Account Manager- Paducah, KY

1 week ago

Paducah, United States Metronet Full time

ESSENTIAL JOB FUNCTIONS MAY INCLUDE:

Direct responsibility of associate staffing support, approvals, and performance reviews Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary Ensure systems, procedures, and methodologies are in place to support exemplary customer care Analyze internal and external processes to identify and create strategies for service installation and support optimization Own third level escalations, coordinate resolutions, and establish effective communication between stakeholders for post-escalation review and potential organization improvements Develop a deep understanding of service installation milestones and responsible organizations to gain insights of providing world class service installation and customer care Manage installation visibility reports with Network Activations, NOC, and Revenue Assurance Conduct bi-weekly meetings as needed for process and product review (Network Planning, Engineering, NOC, Pega, etc) Monitor and support Carrier Account Management service delivery milestones and additional post-sale VIP support functions to ensure optimal service Manage project assignment across all team members to ensure even distribution and avoid single threaded job responsibilities and functions Conduct weekly team meetings to openly discuss current challenges to assist identifying improvement opportunities Manage report variance of sold orders versus actual installed to identify problem areas for improvement to potentially mitigate pre-install cancelations Introduce and train customers with internal portals as well as establish required access to portals required for online communication Manage carrier SLA reporting Overall responsibility for service delivery of Metronet’s service including order acceptance, order installation, billing activation, and post order support Fully understand the Terms and Conditions of each executed MSA being supported while effectively and successfully managing the customer lifecycle to mitigating risks Continually review and evolve processes used to track, oversee, and organize customer interactions Document lessons learned and implement improved best practices Interface with the Metronet team to provide and obtain relevant information as required Other duties as assigned

JOB QUALIFICATIONS AND REQUIREMENTS:

Proficiency in leading both physical and virtual teams Exceptional customer-facing skills In-depth knowledge of escalation procedures, incident management, and other disciplines Strong organizational skills Capacity to train and guide junior team members Identify and implement organizational process improvements Coach, instruct, and assist others in area of expertise Improves performance impact through personal growth in knowledge and expertise Work consistently within established timelines to ensure strict compliance with all applicable deadlines Ability to work well independently and as part of a dynamic team environment required Ability to define problems, collect data, establish facts, and draw valid conclusions Extensive telecom knowledge Proficiency with MS Office Suite Excellent communication skills Ability to adapt to change

NOTE: This job description covers the major purpose and major responsibilities (functions) of the job. It is not intended to give all details or a step-by-step account of the way each task is to be performed. Associates may receive other job-related duties requested by their supervisor. All requirements are subject to possible modification to provide reasonable accommodations to qualified individuals with disabilities.

Metronet is an Equal Opportunity Employer

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