Sr. Technical Account Manager

Comcast Pittsburgh , PA 15201

Posted 1 month ago

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country.

Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services." Job Summary Responsible for acting as technical liaison and customer advocate for multiple national account clients and is responsible for client services and account management throughout the customer lifecycle. Works independently and supports assigned national account customers by managing company resources across various functional areas to ensure service delivery and retention.

This job is an individual contributor role that does not have direct responsibility for supervision or performance management of staff. Job Description Core Responsibilities Coordinate and direct technical resources to support customer information requests related to company products and services such as internet, voice and data solutions, managed internet protocol, business systems and managed services. Ensure compliance and drive performance metrics related to time and financial obligations for a portfolio of national accounts by reading and understanding contracts, service level agreements and technical requirements.

Provide operational consultation to sales and fulfillment teams during the sales proposal process including customer site visits as required pre-sale. Advise the sales account manager on possible opportunities to generate additional revenue and/or units by conducting regular account analysis. Business recommendations may include installation of new/additional products, identification of sites newly ready for installation and upgrades to existing levels of service.

Travel to customer locations on a regular or as needed/requested basis and/or maintain regularly scheduled calls to review service performance reports and other customer requested information including but not limited to; installation processes, network performance and other refined customer experience metrics throughout the relationship with the account. Demonstrate leadership qualities and mentors, trains and provides guidance to technical account managers as a team subject matter expert. Develops and maintains technical account management knowledge-base reference materials, documentation, templates, customer runbooks and technical solution diagrams.

Continually monitor and adjust work status queues, respond to and resolve national account customer issues through independent decision making and cross functional engagement and collaboration. Develop and communicate customer implementation strategies to support the migration of voice, video and data services onto the company network delivered by fiber or hybrid fiber coax. Cultivate and maintain relationships with field operations to ensure order fulfillment and quality assurance activities are completed in a timely manner.

Participates in solution architecture testing and proof of concept validation for new product designs in collaboration with design engineers. Maintains industry knowledge through vendor engagements, users groups, trade periodicals and technical conferences. 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) and overtime as necessary. Other duties and responsibilities as assigned.

Employees at all levels are expected to: Understand our Operating Principles; make them the guidelines for how you do your job. Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences. Win as a team - make big things happen by working together and being open to new ideas. Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth. Respect and promote inclusion & diversity. Do what's right for each other, our customers, investors and our communities.

Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications. Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education Bachelor's Degree Relevant Work Experience 7-10 Years Salary: Pay Range: $69,933.14 - $104,899.71 Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.

Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.

That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.



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Sr. Technical Account Manager

Comcast