Job Summary

This role ensures seamless post-sales operations in the telecom networking domain by driving service excellence, operational compliance, and customer satisfaction. The individual guides a team to deliver on critical KPIs, manages customer network reporting, and acts as the primary escalation point for complex service issues. They champion workflow efficiency, mentor team members, and collaborate with internal stakeholders to align operational execution with customer expectations and organizational goals.

Key Responsibilities

1. Oversee customer satisfaction management by monitoring telecom network performance, analyzing service level agreement (SLA) metrics, and ensuring compliance with agreed standards using telecom network management tools.
2. Guide and mentor team members on challenging service availability issues, leveraging solution mindset and effective communication skills to resolve escalations.
3. Track and report on customer network analytics using standard telecom reporting platforms, ensuring accurate and timely delivery of all post-sales commitments.
4. Collaborate within the team and with Sales, Solutions Architects, and Product Marketing to validate that customer orders are delivered as designed, identifying and addressing workflow gaps.
5. Partner with IT to analyze order processing trends and resolve order flow issues using network monitoring and ticketing tools.
6. Forecast rolling monthly revenue and manage costs within budget, identifying new business opportunities within existing telecom client groups.
7. Promote team development by designing and implementing training programs, fostering professional growth, and monitoring attrition to maintain target levels.
8. Drive continuous process improvement initiatives in telecom operations, maintaining compliance with regulatory and risk controls and overseeing smooth transitions for new business acquisitions.

Skill Requirements

1. Advanced Proficiency In Telecom Networking PostSales Operations And Customer Satisfaction Management.
2. Solid Experience With Telecom Network Monitoring, Sla Reporting, And Network Analytics Tools.
3. Advanced Proficiency In Communication And Stakeholder Management For CrossFunctional Alignment.
4. Strong Solution Mindset For Resolving Service Availability And Workflow Challenges.
5. Advanced Proficiency In Managing Operational Kpis, Revenue Forecasting, And Budget Controls.
6. InDepth Knowledge Of Regulatory Compliance And Risk Management Within Telecom Operations.

Other Requirements

1. ITIL Foundation or Professional certification (optional but valuable).
2. PMP or Prince2 certification (optional but valuable).