Community Solutions Service Delivery Analyst
JOB SUMMARY
The Service Delivery Analyst is responsible for the coordination and implementation of a cohesive positive customer activation experience. The SCS-SDA will act as the project manager on SCS sales contracts coordinating with Sales, Sales Support, Construction, Field Operations, SCS Bulk Care, BOSSB and other internal teams to ensure a smooth sales and installation process. The position solves problems, develops, and distributes account status reporting, reviews construction projects and installation timelines and works to manage all aspects of the sales and installation process. This is a multi- faceted role that requires versatility, attention to detail, dependability, and commitment to customer satisfaction.
MAJOR DUTIES AND RESPONSIBILITIES
- Actively and consistently supports all efforts to simplify and enhance the customer experience
- Ability to work as part of a cohesive account team, including Sales, pre and post-sale technical teams, order management, and other teams in a demanding environment
- Ability to establish multiple, internal working relationships within various levels of the organization, and act as steering committee to identify and address issues
- Act as facilitator between sales support, construction, field operations, BOSSB, SCS Bulk Care, etc. throughout the sales/installation processes
- Participate in customer kick-off calls and other planning sessions as it relates to sales and installation
- Key contact and liaison for the Owner post sale and throughout the activation/installation process
- Prepare daily, weekly, monthly sales status updates on assigned orders
- Knowledge and understanding of multi-site processes
- Assist with order flow, project and order management, installations, changes, and related post sales functions
- Proactively manage all aspects of projects and other requests to completion.
- Ability to effectively solve problems independently; manage complex issues and escalations
- Responsible for requesting and securing Certificates of Insurance as needed and forwarding a copy to client
- Preparation of various Owner and customer communications related to contracts and services such as proposals, letters and other client correspondence
- Take initiative and think creatively and critically to identify process gaps
- Aggressively research various and multiple avenues to find resolution to an issue when one is not readily available
- Flexibility when it comes to tasks, priorities, schedule, and travel
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Ability to conduct presentation meetings with large groups and communicate effectively with customers, internal and external
- Proven track record of building strong working relationships with master agents and their partners
- Comfortable escalating within various levels of the organization
- Self-directed with the ability to handle simultaneous tasks while working efficiently and effectively
- Effective verbal and written communication skills, including proficiency in Microsoft Office
- Ability to multitask in a role with little supervision and many demands from various business units
- Ability to use personal computer and software applications
Required Education
- Bachelor's degree (B.A. or B.S.) from four-year College or University; or equivalent training, education and experience
Required Related Work Experience and Number of Years
- Account management experience, preferably in telecommunications industry - 3+
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Experienced in coordinating and facilitating meetings with various, cross-functional groups
WORKING CONDITIONS
Standard Office Environment
Travel 5%
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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