Position: Managed Services Specialist (MSS)
Organization: Telecom Management Solutions (TMS)
Classification: Exempt
Reports to: Manager of Telecom Management Services
Summary: The MSS is a customer facing support position focused on the client’s experience with the lifecycle of Telecom Managed Solutions. This includes invoice and inventory management, contract and vendor management, and reporting and business intelligence. The MSS is chartered with delivering consultative cost reduction, cost avoidance, savings and ROI and therefore ensuring recurring client satisfaction.
Levels: MSS, MSS I, MSS II, Sr. MSS, Sr. MSS I, Sr. MSS II
Essential Functions and Qualifications:
- Forensic analysis of telecom invoices inclusive of receiving, reviewing, approving, auditing, optimizing, processing, validating payment, etc.
- Account Management in serving as an extension of a client’s team
- Microsoft Office competency and fluency in Excel
- Confidence in delivering in-person and web-meetings; to all levels/organizations of a client organization
- Presenting to assigned clients their respective monthly “Performance and Opportunities Dashboard” and QBR’s (Quarterly Business Reviews) & SBR’s (Strategic Business Reviews) on a recurring basis
- Managing large volumes of data in excel and application databases
- Navigating carrier portals (wireline/wireless)
Preferred Competencies:
- General knowledge of business finance – cost allocation, AP and GL process
- Basic knowledge of telecommunications services and networks (voice, data, mobile, unified communications)
- General knowledge of enterprise system integrations (i.e. AD/LDAP, SFTP, AP/GL/HR)
- Reviewing, understanding, interpreting and managing carrier contracts
- Knowledge of and understanding of pricing and benchmarking of telecom services
- Understanding of SAAS structure, architecture, and security
- C-Level presentation and interaction skills
Major Duties and Responsibilities:
- Ensure 100% capture of client invoices for on-time processing
- Perform invoice audit, review and approval within desired SLA for accuracy and AP/GL file run
- Establish and maintain 100% telecom inventory integrity for each assigned client
- Provide constant external feedback to clients on savings opportunities and best practices in Telecom Management
- Complete monthly and/or quarterly customer account review (i.e. Performance & Opportunities Dashboard Review)
- Provide timely, detailed and accurate reporting to external and internal audiences
Skills and Abilities
- Ability to escalate effectively and manage vendors (both partners and non-partner vendors)
- Ability to communicate effectively (verbal, written, email) with customer