Service Quality Account Manager

2 weeks ago

Little Ferry, New Jersey, United States Zayo Group Full time
Company Overview

Zayo is a leading provider of essential bandwidth solutions to some of the most influential organizations globally, supporting innovations that are reshaping our world. With a vast network spanning 141,000 miles across North America and Europe, Zayo offers extensive metro connectivity to numerous buildings and data centers. Our suite of communications infrastructure solutions encompasses dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access, catering to wireless and wireline carriers, media, technology, content, finance, healthcare, and other large enterprises.

Position Overview

The Client Services Assurance Executive will play a pivotal role in guaranteeing the quality, reliability, and availability of services for a major client. This position serves as the primary operational liaison, acting as the essential customer advocate for a significant strategic account.

This role collaborates with various technical teams across the organization to ensure a superior and consistent customer experience. The Client Services Assurance Executive will manage the complete service delivery process, serving as the main point of contact for updates on service-impacting events and initiating actions to enhance service performance and customer satisfaction.

Key Responsibilities

1. During customer-impacting incidents, proactively communicate with the client regarding service status, including updates and responses to inquiries.
2. Act as an escalation point during incidents, engaging directly with customer representatives and providing timely incident updates.
3. Serve as the customer's advocate and technical resource for internal teams, developing communication strategies by staying informed on internal SLAs and operational procedures.
4. Define and create customized reporting and presentations for regular operational reviews, showcasing network performance, highlighting positive trends, and identifying opportunities for service enhancements.
5. Collaborate with the Network Control Center to identify, implement, and monitor post-incident analyses and preventive measures, leading the presentation of findings to the client.
6. Identify and communicate key gaps in the Service Assurance processes, which will be tracked through Service Improvement Plans (SIPs).
7. Monitor compliance with SLAs and service performance metrics, tracking KPIs and reporting on service performance to stakeholders.
8. Limited travel may be required at the request of the customer or direct reports (approximately 10% of the year).

Qualifications

- Bachelor's Degree in Engineering, Telecommunications, or a related technological field.
- A minimum of 5 years of experience in the telecommunications industry, with knowledge of Voice, Transport, IP, Data, Fiber, and Managed Services.
- Strong technical and operational background with an understanding of troubleshooting and configuration protocols.
- Excellent customer-facing skills with a natural ability to empathize with clients.
- Strong analytical skills with the ability to convey information clearly and concisely.
- Exceptional interpersonal, teamwork, conflict resolution, and negotiation skills.
- Strong organizational and time management abilities.
- Excellent oral and written communication skills for both internal and customer-facing interactions.
- Ability to influence and collaborate effectively with stakeholders across various organizations.
- Capacity to challenge existing processes with a focus on continuous improvement.
- Primarily office-based role with some business travel and after-hours support required.
- Must be willing to be on-call via mobile phone, including weekends and holidays.
- Highly motivated self-starter who can thrive independently or within a team.
- Attention to detail with strong organizational skills.
- Knowledge of the ITIL Framework and experience with incident and problem management is advantageous.
- Ability to adapt quickly to change and manage a high-volume workload efficiently.

Compensation and Benefits

- Base pay range: $66,500 - $105,000, commensurate with experience.
- Comprehensive Health, Dental & Vision Insurance.
- Retirement 401(k) Savings Plan.
- Discounts on fitness memberships.
- Generous paid time off policy, including paid parental leave.

Zayo is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind 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 applicable laws.

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