Sr. Director, Technical Account Management

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for overseeing and directing the multi-product and enterprise solutions technical teams and managers. Manages a team capable of executing large projects accurately taking into account varied and unique product requirements and balancing the priorities of those projects. Provides decisive and proactive leadership to establish staffing, operations, procedures and metrics/SLAs. Manages professionals at manager, supervisor and professional levels. Ensures appropriate resources to achieve financial and business objectives. Influences, shapes and integrates strategy for functional area(s). Reporting directly to the Vice President of Global Service Assurance, this role will be an extremely visible role servicing our Top 50 Enterprise Customers. The Sr. Director of Technical Account Management will be responsible for leading, developing, and inspiring a growing team of Technical Account Managers (TAM) chartered with ensuring Comcast Business (CB) customers successfully govern CB Managed Services solutions and in achieving measurable critical business outcomes for our customers. We are looking for a dynamic leader that has vision, depth, and execution experience to drive a strategic part of our business. The ideal candidate will possess a wealth of experience in creating and growing technical advisory programs with a focus on a repeatable methodology and scalable business models. Your efforts will contribute to fostering a robust ecosystem of satisfied customers who derive intrinsic value from CB products and solutions. This is a unique opportunity to make a significant impact on the growth and success of our TAM function. While this is a remote eligible position, the expectation is for the candidate to be based out of one of the locations - Philadelphia (PA), Denver (CO), Naperville (IL) or Plano (TX). If you are ready to take on a strategic leadership role and contribute to the ongoing success of the growth of CB Enterprise segment, we invite you to join us on this exciting journey.

Job Description

Core Responsibilities

• Serve as an executive sponsor for key accounts, taking personal ownership for customer outcomes
• Lead and energize a high-performing organization, set a clear ITIL Framework vision, and establish a culture of Continual Service Improvement (CSI).
• Lead all operational aspects by ensuring stable, robust and scalable operational processes to support enterprise customers.
• Play an active role in the management team by participating in project management prioritization, daily change management meetings and other departmental responsibilities.
• Create and implement standardized processes and improving on existing methodologies, including departmental structures and organizational improvements.
• Ensure team coverage of 24/7/365 operations, to include data center operations, on-call duties for technical response management and issue resolution.
• Work closely with team leaders to assure high levels of customer satisfaction.
• Manage enterprise services operations activities in multiple locations.
• Establish and maintain solid vendor and partner relationships.
• Work closely with NOC, SOC, Contact Center, field operations, account team, sales, product development, delivery and business development staff.
• Direct the preparation and implementation of policies, procedures and standards.
• Prepare, analyze and manage operations through statistical analysis of activities.
• Provide oversight and an escalation role for enterprise business solutions technologies.
• Build relationships with the division and market engineering and operations, national engineering and operations and corporate business development groups.
• Develop staffing plans. Recruit and hire management team. Establish individual performance goals for direct reports, conduct performance reviews and provide coaching and counseling.
• Collaborate with resource management team to anticipate staffing needs in addition to recruiting, training and continually developing team members.
• Ensure achievement of all system, team and individual customer service goals and standards.
• Participate in annual budgetary and financi