Service Assurance Account Executive

Zayo Group

About The Position

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. Our 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 role interfaces with multiple technical resources across the business to drive a superior, differentiated, and sustained customer experience. Our Service Assurance Account Executive 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 initiate 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. Our Service Assurance Account Executive 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 results, and resolve issues impacting their assigned customer.

Requirements

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.
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 communication 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.
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.
Highly motivated, self-starter who can thrive independently or in a team environment.
Attention to detail with good organizational capabilities.
Ability to prioritize with good time management skills.
Knowledge of the ITIL Framework and experience with incident management and problem management are helpful.
Ability to adapt to change quickly, as well as manage a high-volume workload efficiently and effectively.
Strong attention to detail and ability to multi-task and prioritize.

Responsibilities

During customer impacting events, communicate proactively with customers 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 reviews, 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 to customer or direct report requests (10% of the year).