Location: West Hartford, Connecticut
The Client Implementations Specialist position is a position for technically minded individuals that enjoy working with a broad range of clients, telephone and software delivery platforms. As the Client Implementations Specialist, you will execute Universal Connectivity’s client order fulfillment and service delivery. The focus of this role is to communicate a clear and consistent message about the client’s order and provisioning of Universal Connectivity services from order entry to service activation and billing.
Responsible for verifying accuracy and completeness of all new Customer orders, entering orders into Project Management, CRM and OSS systems with a high degree of accuracy, providing technical support to Customers and Vendors, verifying service needs and managing in flight order changes.
Obtain CSRs from multiple LECs/CLECs to perform detailed audits of current services.
Host meetings and conference calls to explain audit results to partners/customers, and weekly status calls through the onboarding process.
Ensure high quality and accurate service by assisting, and resolving a wide variety of customer requests and inquiries.
Project manage multiple Enterprise accounts through on-boarding simultaneously.
Provide daily reporting of project status to Clients/Partners
Proactively monitor orders to ensure timely processing and notifications.
Build external and internal relationships through exceptional problem solving, ownership and follow through.
Acts as liaison between Sales, Customer, Vendors, and Partners and works closely with Circuit Delivery, Provisioning, Service Activations Technicians, and Field Service Technicians to ensure a smooth installation and activation experience.
Responsible for managing orders through all installation milestones to completion, ensuring all ordered services are activated and exceed Customer expectations.
Initiate and manage escalations through Operations leadership and other internal departments.
Address post activation issues related to the installation. Identify items for contunous improvement of client onboarding success, processes and workflows.
Adhere to the Universal Connectivity’s Core Values and Competencies.
Perform other duties as assigned.
Ideal Personal Qualities and Strengths
You love to learn.
You have a constant need for achievement, and feel as if every day starts at zero and by the end of the day you want achieve something tangible.
Your world needs to be predictable, ordered and planned.
Instinctively, you establish structure to maintain focus on goals and deadlines.
You take complex situations involving many factors and have the flexibility to figure out how all the pieces and resources can be arranged for maximum productivity.
Ideal Knowledge, Skills, and Other Requirements
Bachelor’s degree with IT, business/marketing or communications focus
Minimum of three years of related experience; background in B2B high-tech marketing desired
Strong verbal and written communication skills
Phenomenal attention to detail, with a desire to produce excellent results
Ability to simultaneously manage multiple projects with cross-functional teams
Ability to understand and effectively communicate technical concepts
Experience working with outside vendors
Intermediate knowledge of Microsoft Office programs; ability to learn other company systems
Experience with Project Management software or applications
Experience with website content management systems and social media management systems
Experience with graphic design programs (Adobe Suite)
Experience with marketing automation platforms and processes
Basic knowledge of HTML and CSS