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Technical Account Manager
Comcast
Centennial, CO, United States
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Job Summary:
Primary contact for multiple National Account Clients and responsible for client services and account management throughout the customer lifecycle. Design and recommend multi-site strategic solutions for customers from the initial sale through installation and ongoing project management that is aligned with customer expectations. This function 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.
Core Responsibilities:
• Must be able to read and understand contracts, SLA’s, and technical requirements to ensure compliance and drive performance metrics related to time and financial obligations for a portfolio of national accounts
• Continually monitor and adjust work status queues, respond to, and resolve national account customer pre-install issues through independent decision making and cross functional engagement and collaboration
• Ensure appropriate billing system structure and issuance. Within limits, has authority to resolve one-time or on-going billing issues including but not limited to; credits and adjustments for service interruptions, network performance or delays.
• Develop and communicate customer implementation strategies to support the migration of Voice, Video and Data services onto the Comcast network delivered by Fiber or Hybrid Fiber Coax.
• 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
• Project Manage the overall installation of multi-site customers from design of services and sale to implementation. Cultivate and maintain relationships with field operations to ensure order fulfillment and quality assurance activities are completed in a timely manner.
• Coordinate and direct technical resources to support customer information requests related to Comcast Business Services products and services such as Internet, Voice and Data solutions, managedIP, business
systems and managed services.
• Manage and direct the work of others through a functional matrix and responsible for order pipeline activity consisting of site surveys, construction, and provisioning to installation, billing and on-going performance reporting throughout the customer life cycle.
• 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 defined customer experience metrics throughout the relationship with the account.
• 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.
Job Specification:
• Bachelor's Degree or Equivalent
• Experience in a Managed Services/ Telecommunications/MSO/Cable industry required
• Previous Technical Account Management experience for Fortune 500 Customers a must
• Requires 5-7 years of related experience.
Comcast is an EOE/Veterans/Disabled/LGBT employer