Service Assurance Account Executive

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Proactively communicate with customers during events that impact services, providing updates and addressing inquiries.

• Act as an escalation point during incidents, directly engaging with customer representatives and relaying incident updates from NCC communications.

• Serve as an advocate for customers, a technical resource, and a subject-matter expert for internal teams regarding their assigned customers, while developing communication strategies by staying informed on internal SLAs and operational processes.

• Define and assist in creating custom reports and presentations for regular operations reviews, showcasing network performance, highlighting positive trends, and identifying opportunities for service improvement.

• Collaborate with the Network Control Center (NCC) to identify, create, implement, and monitor post-mortem analyses and preventive measures, taking the lead in presenting these findings to customers.

• Identify and communicate key gaps in the Service Assurance process, which will be measured and tracked through Service Improvement Plans (SIP).

• Engage in both internal and external meetings related to SIP until the initiatives are fully resolved.

• Monitor compliance with SLAs and service performance targets, track KPIs, and report service performance to stakeholders.

• Travel is limited to customer or direct report requests (10% of the year).

⛳️ Requirements

• Bachelor's Degree in Engineering, Telecommunications, or a related technological field.

• A minimum of five (5) years of experience in the telecom industry with knowledge of Voice, Transport, IP, Data, Fiber, and Managed Services.

• Strong technical and operational background with a solid understanding of troubleshooting and configuration protocols.

• Comprehensive knowledge of operational processes and systems across all internal organizations, as well as industry best practices.

• Exceptional customer-facing abilities and a natural capacity for empathizing with customers.

• Strong analytical skills with the capability to convey information clearly and concisely.

• Excellent interpersonal, teamwork, conflict resolution, and negotiation skills.

• Strong time management, organizational, and prioritization skills.

• Outstanding oral and written communication skills, both internally and in customer interactions.

• Proficient in communicating effectively at both the technician and executive levels.

• Ability to positively influence and collaborate with stakeholders in other organizations to achieve objectives while maintaining strong relationships.

• Capability to challenge the status quo with a focus on continuous improvement.

• Familiarity with the ITIL Framework and experience in incident management and problem management are advantageous.

🏝️ Benefits

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Generous paid time off policy including paid parental leave