Client Service Consultant

Profile

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary

The Client Service Consultant is the primary escalation point for post sales customer interaction for a portfolio of Enterprise Solutions accounts not supported by a dedicated Client Service Executive .

Job Description

Core Responsibilities

This position is in office Tuesdays, Wednesdays and Thursdays.

Understands the scope of programs as defined by the product and business requirements and the budget process. Actively participates in the key planning of program milestones drives alignment to these milestones.

Works with senior staff members to identify and obtain participation from required cross-functional core team members, including matrixed project managers.

Maintains program plans and program record. Works with the core team and senior staff member(s) to identify and schedule all the work required to fulfill program scope, including identification and management of critical path tasks. Reviews program plans regularly with senior staff member(s) for conformance to program strategy and clearly communicates program status, including program risks and their mitigation strategies.

Drives the development and implementation of key goals, objectives and success criteria for the program. Ensures clear communication and alignment with stakeholder and delivery teams.

Works with senior staff member(s) and core team to identify and analyze risks and issues.

Tracks and manages the program schedule and task details included in the program plan. Ensures the program plan is reviewed and approved by SBI or a designated staff member, including changes to the plan as they occur. Analyzes the actual performance against the plan and makes adjustments consistent with plan objectives. Ensures program milestones are accomplished and ensures overall timelines are met. Documents all major plan changes in scope, approach and date delivery.

Communicates updates on major milestones and keeps all stakeholders informed of progress and issues. Works with senior staff members to manage proposed changes to program parameters and ensures appropriate processes and communications are followed. Escalates issues to designated team members for guidance and assistance on how to approach and resolve.

Serve as liaison with Divisional and Regional market resources to prepare markets, system and resources for deployment.

Monitors the quality of program deliverables and works with senior staff to ensure program objectives and success criteria are actively managed and achieved. Assists in the development and monitoring of deployment strategies and tools to support the implementation of programs in the field through trials and controlled customer deployments.

Consistent exercise of independent and collaborative judgment and discretion in matters of significance.

Delivers on commitments while demonstrating a high level of integrity and respect for all teammates and stakeholders.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Other duties and responsibilities as assigned.

3 years of experience in a Telecom, IT, Cloud Services, Wireless or other Technology environment focused on Large Enterprise Customer Program and Project Management

Employees at all levels are expected to:

Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.

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.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast 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, or any other basis protected by applicable law.

Education

Bachelor's Degree

While 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.

Relevant Work Experience

2-5 Years

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. 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 (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com