Manager Of Service Delivery Accounts

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Manager of Service Delivery Accounts

As a Manager of Service Delivery Accounts, you will be responsible for supporting the service delivery organization for our Indirect Sales and Operations teams. This role is responsible for meeting budgeted revenue activation goals, project collaboration, escalation assistance, individual associate career development, and achievement of department goals. Additionally, in alignment with our Pillars, this role must maintain long term affiliations with all appropriate internal and external customer contact to deliver an exemplary level of customer care to our customers.

ESSENTIAL JOB FUNCTIONS:

• Lead service activation teams by providing exemplary customer support and operations.

• Overall departmental responsibility of achieving revenue activation goals, departmental expenses, P&L, associate staffing support, approvals, and performance reviews.

• Maintain high performance levels for service-related processes and implement improvement activities wherever necessary.

• Ensure systems, procedures, and methodologies are in place to support exemplary customer care.

• Analyze internal and external processes to identify and create strategies for service installation and support optimization.

• Own Second level escalations, coordinate resolutions, and establish effective communication between stakeholders for post-escalation review and potential organization improvements.

• Develop a deep understanding of service installation milestones and responsible organizations to gain insights of providing world class service installation and support.

• Monitor and support both service delivery milestones and additional post-sale support functions to ensure optimal service.

• Monitor performance metrics (report card: install intervals, MRC growth, circuit performance, etc.) and provide periodic KPI reports to management.

• Overall responsibility for service delivery of Metronet's service including order acceptance, order installation, and billing activation.

• Continually review and evolve processes used to track, oversee, and organize customer interactions.

• Partnering with Product Management, Marketing, Technology and Field Operations to assist with deploying and supporting new products, services, and enhancements.

• Document lessons learned and implemented improved best practices.

• Interface with the MetroNet team to provide and obtain relevant information as required.

• All other duties as assigned.

JOB QUALIFICATIONS AND REQUIREMENTS:

• Highschool Diploma or GED required.

• 5 years' experience telecom knowledge

• Must be legally authorized to work in the U.S.

ADDITIONAL JOB REQUIREMENTS:

• Documented experience managing and leading teams including virtual teams.

• Documented previous experience in high-pace customer-facing role.

• In-depth knowledge of escalation procedures, incident management, and other disciplines

• Proven ability to define problems, collect data, establish facts, and draw valid conclusions.

• Proficiency with MS Office Suite

• Excellent verbal and written communication skills

• Willingness to work as a team and independently.

What we offer

An opportunity to fuel your passions. We offer full benefits package, Health, Vision, Dental with competitive pay and aggressive 401k match up to 6%. You will have an opportunity to put your brand on paper and leave your mark on the Telecomm industry as we continue to grow rapidly!

Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

Join us and find out what it means to love your career!

At Metronet, we are the nation's largest independently own 100% Fiber Optic company founded in the Midwest. We are customer-focused and provide cutting-edge fiber optic communication services, including fiber internet and full-featured Fiber Phone. We have been growing communities since 2005 and have built networks in more than 250 cities across 16 states.

We are proudly recognized as a Top Diversity Employer by Diversity Jobs in 2022. We believe in our people by growing their talent, offering career paths, advancement opportunities and skill development.

Pay Range - $65,000 - $75,000/yr.

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