MANAGER, SERVICE DELIVERY

The Service Delivery Manager (SDM) is responsible for the overall health and leadership of the account at the operational level. The SDM will be the main point of contact for client inquiries and act as a liaison with the rest of Advantage to ensure deliverables are met.

RESPONSIBILITIES

1. Monitor/Oversee Client Invoice Calendar Queue’s
2. Account Level Updates, Disconnects & Past Due Research
3. Manage cost allocations based on customer requirements
4. Addition/Closure of accounts in Liaison/Command Center
5. Client Inquiries & Reporting
6. Batch Accounts Payable file creation and submission to clients
7. Monthly/Weekly/Bi-weekly client conference call/meetings
8. Key Performance Indicators Review
9. Staging and Enhancement Testing
10. Command Center Training

QUALIFICATIONS

1. Strong organizational skills with the ability to document activities, anticipate problems, plan schedules and monitor performance per priorities and deadlines.
2. Strong communication, presentation, customer service, analytical and leadership skills.
3. Effective communication skills (written and verbal) to properly articulate oneself to management and other partners.
4. Able to manage multiple customers simultaneously and switch tasks based on shifting priorities.
5. Ability to present professional demonstrations at all levels competently and confidently.
6. Knowledge of basic accounting a plus.
7. Advanced skillset in MS Excel.
8. Proficiency with MS Project, Visio, PowerPoint and SharePoint.

EDUCATION & EXPERIENCE

1. Bachelor's Degree in appropriate field of study or equivalent work experience.
2. Experience in a telecommunications industry is a requirement.
3. 3 + years’ experience in telecom billing, inventory and/or expense management.
4. 3 to 5 years’ experience in customer service or support roles, inclusive of interaction with customers, carriers and service providers.
5. History of successful management of customer calls and inquiries.
6. Proficiency in Microsoft Office Suite.

PHYSICAL REQUIREMENTS

Prolonged periods of sitting at a desk and working on a computer.

LOCATION

Port Washington, NY or East Windsor, NJ or remote.

Advantage 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 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.

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.