Technical Account Manager
Job Summary
Heavy client facing role within Comcast Business. Client liaison and point of contact for several highly complex enterprise clients. Position focuses on partnering with internal cross functional teams and vendors to resolve complex break/fix scenarios, engaging broader teams as necessary. Serves as highest tier operational support for various cross functional teams, leading activities focused on restoration of outages. Partners with project leads, engineering, vendors, and regions to achieve continuous improvement for clients. Responsible for utilizing project management skills and technical knowledge to follow the organization's strategic plan. Works independently with minimal to no supervision while demonstrating the ability to lead projects and initiatives autonomously. Acts as resource for colleagues with less experience. Ideal candidate will have a level of knowledge and experience in both network engineering and project management.**This is a remote, work from home, however, candidates must reside within a 50 mile radius of one of the following Comcast Business Office locations: Denver CO, Naperville IL, Philadelphia PA or Plano TX.**
Job Description
Core Responsibilities:
- Accountable for understanding and managing services across highly complex enterprise client accounts. Supports multi-location customers with multiple services at each location.
- Directs third party agencies, internal and external resources while troubleshooting and resolving complex peer-to-peer or vendor/supplier troubles focusing on rapid restoration.
- Supports all the NOC tools and alarms; analyzes systems needs and determines prioritization of break/fix scenarios; implements changes and suggests improvements. Looks to understand and drive efficiencies across other NOC desks.
- Provides clear and concise technical communication during large outage scenarios.
- Leverages engineering methodologies across multiple areas of focus.
- Facilitates training and coaching to peers, vendors, third parties and more junior engineering operations staff.
- Identifies, obtains, and confirms participation from required cross-functional teams. Works with the core team to identify and schedule all the work for end-to-end support required to fulfill scope. Identifies and manages critical path, being mindful of upstream and downstream dependencies.
- Facilitates the development and implementation of key goals, objectives and success criteria with key stakeholders and core team.
- Communicates updates on major milestones and keeps all stakeholders informed of progress and issues. Identifies and manages proposed changes to program parameters and works with Enterprise Management to ensure appropriate processes and communications are followed. Monitors and ensures quality of deliverables.
- Plans agendas for, facilitates and leads required meetings; prioritizes and drives cross-functional activities, and develops and manages communications, summary reports, and status for various audiences; provides accurate status information in the form of formal briefings, coordination meetings, and written/graphical reports.
- Consistently meets or exceeds organizational scorecard, productivity, and quality metrics.
- Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary
Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications.
Skills
Accountability, Communication, Cross-Functional Teamwork, Service DeliveryCompensation
Primary Location Pay Range: $72,634.00 - $108,951.00This job can be performed in Illinois with a Pay Range of $66,030.91 - $108,951.00Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
Education
Bachelor's DegreeWhile possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.Certifications (if applicable)
Relevant Work Experience
5-7 YearsComcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
Average salary estimate
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Looking for an exciting opportunity to join a dynamic team? As a Technical Account Manager at Comcast Business, you will take on a heavy client-facing role, acting as a liaison for several highly complex enterprise clients. You’ll partner with internal and external teams to resolve intricate break/fix scenarios, ensuring seamless communication and collaboration. Your expertise in project management and technical knowledge will be crucial in navigating this role effectively. You will lead operational support activities and focus on enhancing client satisfaction while driving continuous improvements. Working with multi-location customers, you’ll manage accounts that require tailored support across various services at each site. You’ll utilize your service delivery skills to interact with third-party agencies and troubleshoot issues effectively. One of the highlights of this position is the opportunity to facilitate training for peers and less experienced colleagues, leveraging your knowledge in network engineering and project management. Additionally, this remote position allows you to work from the comfort of your home, as long as you reside within 50 miles of select Comcast office locations. If you're a proactive individual who thrives in a fast-paced environment and is passionate about technical solutions, Comcast Business would love to have you on board!
Comcast creates incredible technology and entertainment that connects millions of people to the moments and experiences that matter most.
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