Sr. Client Service Executive

8 - 10 years experience  •  Software

Salary depends on experience
Posted on 11/14/17
Lakewood, CO
8 - 10 years experience
Salary depends on experience
Posted on 11/14/17

The Sr. Client Services Executive is the executive manager in charge of post sales customer relations. He/She is the single point of contact for all activity during the contract life of the customer. The Client Services Executive effectively owns the contract and is ultimately responsible for the implementation, lifecycle management and profitability of the customer contract. The Client Services Executive is the advocate for the customer within Comcast Business. The Client Services Executive will be required to interface with all aspects of the company that service the contract and the customer (i.e. Sales, Service Delivery, Service Assurance, NetworkEngineering, Solution Engineering, Finance, Billing, Legal, IT/IS etc.)

Core Responsibilities:

- Drive Operational excellence through all aspects of Comcast by evaluating and evolving the customer engagement model, championing additional systems integration and driving change as needed through all functional operations teams.

- Serve as the single point of contact to the customer for all aspects of client services

- Lead and manage the implementation of Enterprise Service contracts for multiple large Enterprise customers.

- Lead new contract kickoff and customer onboarding process with internal stake holders andsystems (i.e. Finance, Legal, Operations, and Engineering)

- Assure proper customer contract business terms and conditions are entered correctly into the customer data base. This data base drives internal billing, inventory, and customer service systems

- Manage customer escalations for Engineering, Operations, and Finance (billing) customer issues

- Review all bills and manage any reconciliation that needs to happen on a monthly basis

- Assure proper collections of monthly payments from customers utilizing all company resources as required.

- Initiate process improvement of internal work flow to better serve our customers and our internal OSS/BSS customer support systems

- Work with the Sales Account Manager to drive additional products and services into the account.

- Manage weekly status calls with customer and all follow on action items.

- Manage Monthly/Quarterly business operations reviews with customers including the presentation with customer KPI's and SLAs.

- Contributes to the product vision across team, and the organization.

- Validates all network service deliverables (network acceptance testing etc).

Additional Responsibilities:
- Understands the scope of programs as defined by the business requirements and budget process. Participates in key planning milestones and acts as a guide for the core program team from initiation through execution and completion.
- Works to identify and obtain participation from required cross-functional core team members, including matrixed project managers, with guidance from Strategic Business Initiative or senior staff.
- Creates program plans and maintains program record. Works with the core team to identify and schedule all the work required to fulfill program scope, including identification and management of critical path.
- Assists in the development and implementation of key goals, objectives, and success criteria for the program. Ensures proper documentation.
- Supports the budget and resource forecasting exercise.
- Identifies and analyzes risks and issues.
- Tracks and manages the program schedule and task details included in the program plan. Analyzes the actual performance against the plan and makes adjustments consistent with plan objectives. Works with Strategic Business Initiative to assist in action item resolution and track completion.

Ensures program milestones are accomplished and ensures overall timelines are met. Documents all major plan changes in scope, approach, and date delivery.
- Communicates updates on major milestones and keeps all stakeholders informed of progress and issues. Manages proposed changes to program parameters and works with Enterprise Program Management and Program Managers to ensure appropriate processes and communications are followed.
- Monitors and ensures quality of program deliverables. Works with core team and key field resources to develop and monitor deployment schedule, strategies, and tools to support the implementation of programs in the field through trials and controlled customer deployments.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
-Other duties and responsibilities as assigned.

Minimal Job Requirements:
- Bachelors Degree or Equivalent work or military experience needed (MBA Preferred)
- Requires 8+ years of related work experience (Client Service Facing in Network Managed Services)

Additional Job Requirements:

- 10+years of experience in a Telecom (MSO, CLEC, IXC, RBOC, Wireless etc.) environment focused on Large Enterprise Customer Program and Project Management

- Proficient understanding of WAN communications and ManagedNetwork Services technologies

- Experience working Cross functionally with other teams in a highly matrixed organizations

- Excellent written and oral communication skills, including presentations to senior management

- Engineering Process and Design documentation experience

- Experience writing and developingimplementation plans in support of complicated, large scale, thousand node networks

- Proficiency with Microsoft Project, Visio, PowerPoint, and Microsoft Word

- Consistent exercise of independent judgment and discretion in matters of significance.


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