Job Description/Responsibilities

* Serve as the single point of contact for all escalated service issues related to customer migrations, ensuring timely and effective communication. * Manage the end-to-end migration process for business customers, ensuring minimal disruption to their operations. * Coordinate service delivery and service maintenance issues related to migrations, bridging the gap between all internal stakeholders. * Lead Service Performance Reviews and develop Service Improvement Plans monthly or quarterly as necessary to enhance the migration process. * Create, update, and manage the service database to ensure the availability of information (topologies, inventories, contacts) necessary for effective migration management. * Manage service-related communication and build relationships with C-level Enterprise customers throughout the migration process. * Support product and service implementation projects, including change orders and upgrades, as part of the migration process. * Develop and deliver customer education programs about HFC and GPON technologies to ensure customers are well-informed during their migration. * Provide regular updates to customers regarding migration progress and address any concerns promptly. * Conduct post-migration follow-ups to ensure client satisfaction and address any lingering issues. * Actively participate in improving performance and development of the migration team. * Collaborate with sales and account management teams to identify upselling opportunities and enhance customer relationships during and after migration. * Submit weekly/monthly reports on migration volumes, key service issues, and forecast requirements. * Prepare and submit migration management and KPI reports for internal and external customers. * Ensure Purchase Orders are GRN (Goods Received Note) and closed after migration completion. * Keep abreast of developments in technology and the customer’s industry to better support the migration process. * Assist in ascertaining the details of reported issues by performing preliminary checks prior to successful coordination of activities with stakeholders. * Provide service improvement reports and action plans for major migration issues, documenting recommendations for improvement.

Job Requirements

* Ideally, a first degree in Management Studies, Engineering, Business, Information Technology, or equivalent qualification. * Formal certification in Project Management and ITIL Certification. * At least three (3) years of experience in a customer service environment, preferably in telecommunications or a related field. * Strong knowledge of customer service operations, service delivery, and C&W products, services, and Service Level Agreements. * Detailed knowledge of products and solutions offered in the Telecommunications/IT industry. * High-level understanding of key departmental functions, including Finance, IT, Network Engineering, Service Delivery, and Legal. * Strong planning and organizational skills, with the ability to manage multiple tasks and prioritize effectively. * Excellent oral and written communication skills, including presentation skills. * Proficiency in MS Office applications, with very strong working knowledge of Microsoft Project. * Knowledge and ability to effectively use relevant applications (Salesforce, Liberate, Cerillion, SCCD, SAP). * Ability to work well under pressure, develop an in-depth knowledge of customer business, projects, and initiatives. * High degree of commercial awareness with a professional approach and strong work ethic. * Proven track record in achieving targets with minimal supervision. * Strong interpersonal skills with the ability to build and sustain excellent relationships at multiple levels internally and externally. * Demonstrated ability to think “outside the box” and maintain a proactive, positive attitude. * Ability to motivate teams to produce results in both physical and virtual environments. * Flexibility in business travel and working hours to support Strategic and Enterprise customers during migrations. * Passion for service excellence and delivering an impeccable customer service experience. * Self-motivated, results-oriented, with sound judgment and decision-making skills. * Awareness of changes within the service management profession and a strong appreciation of technical functions within C&W and the cultural, social, and political aspects of the Caribbean is desirable.

Skills

• Applications
• Communication
• Customer Service
• Database
• Decision-making
• Development
• Engineering
• ITIL
• Maintenance
• Management
• Operations
• Planning
• Project Management
• Sales
• Telecommunications