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Engagement Manager II in Southfield, MI at Genesys Talent LLC

Date Posted: 12/21/2018

Job Snapshot

Job Description

The Professional Service Engagement Manager will work with the account team and customer on a deployment to Company's Customers. Responsibilities will include oversight of overseeing delivery of products and services purchased from Company, initial escalation point for the customer, overseeing revenue recognition, change orders and billing. 2-4 years experience. 

Skills and Abilities: 
  • Minimum of 2 years related customer service experience in the telecommunications industry 
  • Must demonstrate project management experience in planning and organizing data from various sources into concise, relevant information 
  • Must have keen attention to detail. Must be self-directed, understand the requirements and take the initiative to complete tasks or assignments with little or no direction 
  • Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations 
  • Ability to focus and deliver pro-actively in a dynamic, multi-tasking, fast-paced environment 
  • Ability to work effectively in diverse groups 
  • Demonstrated ability to direct the work of other functional organizations 
  • Demonstrated ability to influence and collaborate across organizational boundaries 
  • Excellent interpersonal, verbal and written communication skills 
  • Strong PC skills in Microsoft Outlook, Word, Excel and PowerPoint 
  • Team player with a great passion to succeed 
  • Must work effectively under pressure; organizing multiple tasks and projects in an ever changing environment 
  • Effective problem solving and troubleshooting skills 
Essential Duties 
  • Owns and manages all customer communications or escalations pertaining to new install orders. 
  • Provides order status and drives timely resolution on behalf of the customer. 
  • Actively manages all service activation elements of customer orders from order entry through service turn up.
  • Communicates order status to customers via conference call, emails and phone calls
  • Addresses customer requests, complaints and issues regarding their service order and delivery in a timely manner. 
  • Assists with escalations pertaining to a new customer install or disconnect, providing customer order status and/or related issues and drives timely resolution on behalf of the customer.
Other Information
  • Possibility to extend or hire on full-time, 
  • Interview process will be face to face. 
  • Project and implementation management in the telecommunications industry is a must have. 
  • Valid driver's license required.  
  • Some travel required.