National Account Customer Advocate - New York, NY or Herndon, VA

To apply, please visit the following site: http://www.resourcehire.com/clients/abovenet/publicjobs/

Position Summary:

The National Account Customer Advocate (NACA) is a customer facing post-sales function acting as the internal champion and advocate for assigned customers. The NACA manages all aspects of ensuring a quality AboveNet customer experience from executed sales order through implementation and ongoing service delivery. Provides direct support to the sales team by leading cross functional project teams to drive service impacting issues from customer engagement through resolution. NACA’s are the primary point of contact to manage the AboveNet customer experience in connection with project planning, project deliverables, scheduling and status reports. NACA’s will also routinely handle change orders, billing disputes, SLA claims performance reporting and other service impacting customer requirements.

Responsibilities:

• Coordinate activities, with technical project management skills, across multiple functional groups for a variety of customers; • Work with Marketing and Sales to develop customer care collateral; • Provide post sale support to Account Team to help resolve any and all customer contract issues; • Provide support and information directly to customers on any and all issues associated with customer satisfaction i.e. billing network performance additional services implementation status etc; • Escalate within organization to ensure timely response and corrective action (if necessary) has been initiated; • Generate Network performance status reports based upon performance data obtained from the Network Management Center; • The individual must comply with departmental and corporate internal controls and all internal controls processes; • The individual must possess and employ the highest ethical and business standards and always conduct himself/herself with the greatest degree of professional integrity; • Other duties and responsibilities as required.

Requirements:

• Bachelor’s Degree preferred or equivalent;• Minimum 2 years experience in telecom services specifically with providers who offer Internet, Ethernet and WDM type services; • Candidates must have a strong customer care/service background; • The candidate should feel comfortable working at all levels of the organization; • The position requires excellent people communication and leadership skills; • Requires strong creative problem solving skills; • The position requires managing multiple projects for multiple customers simultaneously; • Detail oriented work skills and efficient work habits to meet deadlines are essential; • Understands and exercises good judgment between the business point of view and the customer point of view; • Skilled in all Microsoft Office Word, Excel, Power Point and Visio.

To apply, please visit the following site: http://www.resourcehire.com/clients/abovenet/publicjobs/

Please visit our website at www.above.net

AboveNet Communications Inc. is an Equal Opportunity Employer.