Engagement Manager

Employer
Information Technology Group
Location
Herndon, VA
Posted
Jan 18, 2019
Closes
Jan 21, 2019
Function
Management
Industry
Other
Hours
Full Time
Acts as a single point of contact for a group of assigned customer accounts which typically have a medium to large revenue scope or have moderate to high complex product needs. Manages any interactions from the customer order through billing to ensure highest levels of customer satisfaction. Pro-actively manages the customerrsquos service needs to ensure the highest levels of customer satisfaction and that their expectations are met. Promotes revenue growth, retention, and overall customer satisfaction. Serves as the conduit and escalation point for exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities. Knowledge, Skills or Abilities bull Bachelor's degree preferred bull Minimum of 3 years related customer service experience in the telecommunications industry bull Must have project management experience in planning and organizing data from various sources into concise, relevant information bull Must have keen attention to detail. Must be self-directed, understand the requirements, and take the initiative to complete tasks or assignments with little or no direction bull Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations bull Ability to focus and deliver pro-actively in a dynamic, multi-tasking, fast-paced environment bull Ability to work effectively in diverse groups bull Demonstrated ability to direct the work of other functional organizations bull Demonstrated ability to influence and collaborate across organizational boundaries bull Excellent interpersonal, verbal and written communication skills bull Strong PC skills in Microsoft Outlook, Word, Excel and PowerPoint bull Must work effectively under pressure organizing multiple tasks and projects in an ever changing environment bull Develop documentation to be reported to all levels of management and customers bull Effective problem solving and troubleshooting skills Essential Duties bull Owns and manages all customer communications or escalations pertaining to new install orders. Manages all aspects of the conversion of sales to revenue for the company. Actively manages all service activation elements of customer orders from order entry through service ldquoturn up.rdquo Communicates order status in a timely manner to customers via conference call, emails and phone calls. Has authority to deviate from defined processes to ensure customer satisfaction and revenue recognition. bull Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customerrsquos services based on their requests. Which include but is not limited to reason code collection, reporting and defining approach for proactively working with the customer and sales on disconnect related retention efforts. May also be provided with a level of authority to provide customer credits related to disconnect retention efforts to be used at their discretion. bull Owns and creates service delivery and service management performance review presentations. Collects and interprets service performance root cause analysis and corrective actions. bull Delivers project status and presentations to the customers on a weekly or monthly basis depending upon customer requirements, which is delivered via electronic presentations or in person meetings. bull May collaborate with customer or portal support team with the on-boarding and re-boarding (as changes occur) of customers within the company portal. Provides training to customers in order to drive consistent use of the company portal. Accountable to ensure that all assigned customers are portal enabled, including owning and directing the process for implementing updates of customer information hierarchies within the company portal. bull May conduct first bill reviews (new or significant changes in services) with new and existing customers to ensure invoiced charges are accurate for contracted products and services. Assists as an escalation point to customers for billing research, and helps identify root cause of billing disputes. Initiates, develops, and manages action plans to correct and prevent the reoccurrence of specific dispute types, and has authority to approve customer credits within established limits. bull Responsible for effective and proactive pre-sales engagement which includes product compliance, ensuring factory supportability and solutions definitions. Basic Qualifications Minimum skills required to perform in this role. Education Qualifications High School DiplomaGED or 2 plus years of relevant job experience. Relevant job experience is described as bull Job experience in similar industry bull Job experience with similar essential duties Physical Requirements bull Office ndash Sits 5 to 7 hours per day Bend, reach, stoop and crouch lift 10 lbs. Preferred Education, Skills and Experience Education and Experience bull Experience 2+ yrs bull Education Level Associate's Degree bull Field Of Study Telecommunications bull Attention to detail with good organizational capabilities. bull Ability to prioritize with good time management skills. Normal 0 false false false EN-US X-NONE X-NONE Style Definitions table.MsoNormalTable mso-style-name"Table Normal" mso-tstyle-rowband-size0 mso-tstyle-colband-size0 mso-style-noshowyes mso-style-priority99 mso-style-parent"" mso-padding-alt0in 5.4pt 0in 5.4pt mso-para-margin0in mso-para-margin-bottom.0001pt mso-paginationwidow-orphan font-size10.0pt font-family"Times New Roman","serif" Acts as a single point of contact for a group of assigned customer accounts which typically have a medium to large revenue scope or have moderate to high complex product needs. Manages any interactions from the customer order through billing to ensure highest levels of customer satisfaction. Pro-actively manages the customerrsquos service needs to ensure the highest levels of customer satisfaction and that their expectations are met. Promotes revenue growth, retention, and overall customer satisfaction. Serves as the conduit and escalation point for exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities. Knowledge, Skills or Abilities bull Bachelor's degree preferred bull Minimum of 3 years related customer service experience in the telecommunications industry bull Must have project management experience in planning and organizing data from various sources into concise, relevant information bull Must have keen attention to detail. Must be self-directed, understand the requirements, and take the initiative to complete tasks or assignments with little or no direction bull Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations bull Ability to focus and deliver pro-actively in a dynamic, multi-tasking, fast-paced environment bull Ability to work effectively in diverse groups bull Demonstrated ability to direct the work of other functional organizations bull Demonstrated ability to influence and collaborate across organizational boundaries bull Excellent interpersonal, verbal and written communication skills bull Strong PC skills in Microsoft Outlook, Word, Excel and PowerPoint bull Must work effectively under pressure organizing multiple tasks and projects in an ever changing environment bull Develop documentation to be reported to all levels of management and customers bull Effective problem solving and troubleshooting skills Essential Duties bull Owns and manages all customer communications or escalations pertaining to new install orders. Manages all aspects of the conversion of sales to revenue for the company. Actively manages all service activation elements of customer orders from order entry through service ldquoturn up.rdquo Communicates order status in a timely manner to customers via conference call, emails and phone calls. Has authority to deviate from defined processes to ensure customer satisfaction and revenue recognition. bull Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customerrsquos services based on their requests. Which include but is not limited to reason code collection, reporting and defining approach for proactively working with the customer and sales on disconnect related retention efforts. May also be provided with a level of authority to provide customer credits related to disconnect retention efforts to be used at their discretion. bull Owns and creates service delivery and service management performance review presentations. Collects and interprets service performance root cause analysis and corrective actions. bull Delivers project status and presentations to the customers on a weekly or monthly basis depending upon customer requirements, which is delivered via electronic presentations or in person meetings. bull May collaborate with customer or portal support team with the on-boarding and re-boarding (as changes occur) of customers within the company portal. Provides training to customers in order to drive consistent use of the company portal. Accountable to ensure that all assigned customers are portal enabled, including owning and directing the process for implementing updates of customer information hierarchies within the company portal. bull May conduct first bill reviews (new or significant changes in services) with new and existing customers to ensure invoiced charges are accurate for contracted products and services. Assists as an escalation point to customers for billing research, and helps identify root cause of billing disputes. Initiates, develops, and manages action plans to correct and prevent the reoccurrence of specific dispute types, and has authority to approve customer credits within established limits. bull Responsible for effective and proactive pre-sales engagement which includes product compliance, ensuring factory supportability and solutions definitions. Basic Qualifications Minimum skills required to perform in this role. Education Qualifications High School DiplomaGED or 2 plus years of relevant job experience. Relevant job experience is described as bull Job experience in similar industry bull Job experience with similar essential duties Physical Requirements bull Office ndash Sits 5 to 7 hours per day Bend, reach, stoop and crouch lift 10 lbs. Preferred Education, Skills and Experience Education and Experience bull Experience 2+ yrs bull Education Level Associate's Degree bull Field Of Study Telecommunications bull Attention to detail with good organizational capabilities. bull Ability to prioritize with good time management skills.

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