Service Assurance Account Executive

Company Description

Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking a Service Assurance Account Executive to be responsible for ensuring the quality, reliability, and availability of services to a Top 10 customer. The Service Assurance Account Executive functions as the primary operations interface by serving as the critical customer advocate and liaison for a large, strategic account. This Service Assurance Account Executive interfaces with multiple technical resources across the business to drive a superior, differentiated, and sustained customer experience. They will oversee the end-to-end service delivery process, be the primary point of contact for communicating and providing status on service impacting events, and initiating measures to optimize service performance and customer satisfaction.

This role requires strong analytical skills, attention to detail, and the ability to collaborate with various stakeholders to drive continuous improvement in service delivery. The Service Assurance Account Executive (SAE) will ensure operational continuity and scalability across functional teams during all stages of the lifecycle by coordinating, driving, and delivering operations reviews, Request for Outage (RFO) and Service Improvement Plans (SIP). Serves on cross-functional teams to raise awareness, drive to results, and resolve issues impacting their assigned customer.

NOTE: This can be a remote position within the United States.

Responsibilities:

• During customer impacting events, communicate proactively with customer regarding service status, including updates and answers to customer inquiries. Act as an escalation point during events and engage directly with customer representatives, providing incident updates from NCC communications.

• Serve as customer advocate, technical resource, and subject- matter- expert for internal departments for their assigned customer and develop communication strategies with internal departments by staying well-versed in internal SLA's and operational processes.

• Define and help develop custom reporting and presentations to deliver during regular operations review, illustrating network performance; highlighting positive performance trends, and identifying areas for service improvement opportunities.

• Partner with Network Control Center (NCC) to identify, create, implement, and track post-mortem analysis and preventive measures and then take the lead in presenting that information to the customer.

• Define and communicate key Service Assurance process gaps that will be measured and tracked via Service Improvement Plans (SIP). Participate in both internal and external meetings associated with SIP until initiatives are resolved.

• Monitor adherence to SLAs and service performance targets, track KPIs, and report on service performance to stakeholders.

• Travel is limited at customer or direct reports request (10% of the year).

Qualifications:

• Bachelor's Degree in Engineering, Telecommunications, or other relative technological field.

• Minimum of five (5) years of telecom industry experience with knowledge of Voice, Transport, IP, Data, Fiber and Managed Services.

• Knowledge of ITIL Framework and experience with incident management and problem management are helpful.

• Strong technical and operational background and understanding of troubleshooting and configuration protocols.

• Strong understanding of operations processes and systems across all internal organizations as well as industry best practices.

• Exceptional customer-facing skills with an innate ability to empathize with customers.

• Strong analytical skills and ability to convey that information succinctly and clearly.

• Strong interpersonal, teamwork, conflict resolution and negotiation skills.

• Strong time management, organizational, and prioritization capabilities.

• Excellent oral and written communications skills internally and customer-facing.

• Well-versed in communicating at both the technician as well as executive levels.

• Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships.

• Ability to challenge the status quo with a focus on continuous improvement.

• Highly motivated, self-starter who can thrive independently or in a team environment.

• Strong attention to detail with good organizational capabilities and ability to multi-task.

• Ability to prioritize with good time management skills.

• Ability to adapt to change quickly, as well as manage a high-volume workload efficiently and effectively.

• Primarily office environment 8 to 5 with some business travel and after hours support.

• Must be willing to work on-call via cell phone, including weekends and holidays.

Estimated Base Salary Range: $66,500 - $95,000 USD/annually.

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.