Lead Spec-Account Svcs
About the position Responsibilities • Provide post-sales lifecycle relationship and support to assist in solving a wide range of issues. • Perform analysis of issues impacting the customer/client and make recommendations for project completion. • Monitor defined KPIs across several technologies and implement action plans when metrics fall below agreed KPIs. • Provide financial support related to contractual commitments and SLAs, including billing account strategy and optimization. • Drive projects involving internal/external organizations to successful conclusions to meet customer objectives. • Monitor or track project milestones and deliverables. • Assess current or future customer needs by communicating directly with customers and conducting surveys. • Communicate with core team members and provide information through various channels. • Confer with project team members to identify and resolve problems. • Coordinate the work and activities of others to accomplish tasks. • Develop and maintain the Problem Management Database, record and manage service problems, and perform root cause analysis. • Oversee all Verizon Changes related to the Customer and ensure they are documented and communicated appropriately. • Keep complete inventory of all premise-based products and track product support life cycle. Requirements • 3+ years of client-facing service management or network/operations experience, preferably within the public sector telecom segment. • Bachelor's degree or four or more years of work experience. • Extensive knowledge of telecommunications systems and processes. • Strong knowledge of Excel and other Microsoft systems. Nice-to-haves • Master's degree. • Strong core networks knowledge - Internet and MPLS, WAN Optimization. • Documentation skills: Visio, G-Suite, Jive, MS Office suite. • Prior Public Sector Service Management / Customer Operations experience. • Prior Verizon Wireline Operations/Customer Service experience. • Strong Knowledge of TDM and IP Networking and Voice systems. Benefits • Hybrid work environment with defined work location and work from home options. • Minimum eight assigned office days per month. • Equal Employment Opportunity and commitment to diversity and inclusion. Apply tot his job