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Strategic Customer Communications

Company: ettain group
Location: Boulder
Posted on: November 22, 2021

Job Description:

Strategic Customer CommunicationsJob Title: Strategic Customer Communications Location: Boulder, CO or Tulsa, OKIndustry: TelecommunicationsTerms: 6 Month Contract-to-HireCompensation: $25/hrSkills: MS Office, Word, Excel, PowerPoint, Strategic Customer Communications Summary:Functions as the operations interface by serving as the critical customer advocate and liaison for large, strategic accounts. Interfaces with multiple technical resources across the business to drive a superior, differentiated and sustained customer experience. Ensures 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 for results and resolve issues impacting assigned customer base. May train and mentor lower level peers and partner with management to share strategic responsibilities and team leadership Strategic Customer Communications Responsibilities:

  • Act as an escalation point, sometimes after hours, when standard processes are not meeting customer expectations. Once engaged, serves as primary communication for operational life cycle issues by pulling in necessary resources to address ongoing issues.
  • Serves as customer advocate, technical resource and Subject Matter Expert for internal company departments for assigned customer base and develops communication strategies with intern departments by staying well-versed in customer and internal SLA's and operational processes in order to assist operations and sales in setting proper customer expectations based on defined Service Level criteria.
  • Defines and develops custom reporting and delivers regular operations review that illustrate network performance by highlighting positive performance trends and identifying areas for service improvement opportunities.
  • Partners with Network Control Center (NCC) to identify, create, implement, and track post mortem analysis and preventive measures and then takes the lead in presenting that information to the customer.
  • Defines and communicates key Service Assurance process gaps that will be measured and tracked via Service Improvement Plans (SIP). Facilitates both internal and external meetings associated to SIP until initiatives are resolved.
  • Travel is limited at customer or direct reports request (10% of the year)Strategic Customer Communications Requirements:
    • Executes job responsibilities independently and confidently with high proficiencyBachelor's degree (B.A.) or one to two years related experience and/or training; or equivalent combination of education and experience. Telecom experience preferred. Extreme attention to detail with a keen eye on accuracy. Excellent communicator; willing to write to, speak to, and communicate with all levels of the organization. Ability to take data and turn it into reports. Previous experience working with Microsoft Office, specifically Word, Excel, and PowerPoint. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write reports and correspondence.Strategic Customer Communications Key Words:
    • MS Office, Word, Excel, PowerPointFrequently Asked Questions:
      • Benefits? Yes, provided by ettain group
      • Remote Workers? Not eligible, must work onsite with the team
      • Visa Sponsorship? Not offered
      • Corp-to-Corp? Not eligibleHow to Apply:For immediate attention please apply online and send an email ettain group is the Talent Solutions Company dedicated to employment opportunities in Technology, Healthcare IT, Digital, Professional, and Government. Since 1996 we've helped the most talented professionals in the industry capture the in-demand roles that align with their career goals. We are your long-term career partner and will not only work to find you an opportunity now but will actively work to re-engage you on your next assignment. Top employers and highly skilled talent throughout the U.S. select ettain group for an unparalleled recruitment experience, which has earned us ClearlyRated's Best of Staffing Diamond Awards for both Talent & Client Satisfaction for 9 consecutive years, an honor achieved by less than 2% in our industry. To learn more about ettain group visit www.ettaingroup.com. To explore more job opportunities with ettain group, visit www.jobs.ettaingroup.com/job-board. Interested candidates please send resume in Word format Please reference job code 607048 when responding to this ad.

Keywords: ettain group, Boulder , Strategic Customer Communications, Other , Boulder, Colorado

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