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Service Assurance Account Executive
3 months ago
Company Description
Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
Position Description
The Service Assurance Executive will be responsible for ensuring the quality, reliability, and availability of services to a Top 10 customer. This position functions as the primary operations interface by serving as the critical customer advocate and liaison for a large, strategic account. This role interfaces with multiple technical resources across the business to drive a superior, differentiated, and sustained customer experience. The SAE will oversee the end-to-end service delivery process, be the primary point of contact for communicating and providing status on service impacting events, and initiating measures to optimize service performance and customer satisfaction. This role requires strong analytical skills, attention to detail, and the ability to collaborate with various stakeholders to drive continuous improvement in service delivery. The Strategic Assurance Executive (SAE) will ensure operational continuity and scalability across functional teams during all stages of the lifecycle by coordinating, driving, and delivering operations reviews, Request for Outage (RFO) and Service Improvement Plans (SIP). Serves on cross-functional teams to raise awareness, drive to results, and resolve issues impacting their assigned customer.
Responsibilities
During customer impacting events, communicate proactively with customer 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 review, 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 at customer or direct reports request (10% of the year).
Qualifications
Bachelor’s Degree in Engineering, Telecommunications, or other relative technological field.
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 communications 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.
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.
Ability to prioritize with good time management skills.
Knowledge of 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
Benefits, Rewards & Wellness
Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Fitness membership discounts
Generous paid time off policy including paid parental leave
Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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