Position Overview: The Senior Manager of Provisioning is responsible for building and managing the end-to-end processes including activation, configuration, and delivery of customer services from order to delivery. This role will build and implement the footprint for pre and post sales for customer service while owning the entire lifecycle of a sale immediately after the contract is signed, ensuring that complex service designs are translated into actionable, provisioned solutions, delivered on time, and validated against specific activation requirements. |
Role and Responsibilities Order Management Design and Integration - Identify and lead the integration of the contract management and order platforms. Partner with Procurement regarding RFQ processes and procedures.
- Collaborate cross functionally with systems developers and Data Engineers to ensure timely and correct setup while connecting with current systems to optimize capability.
Service Provisioning, Circuit Design, & Technical Coordination - Circuit & Solution Design Management: Translate the technical requirements from the contract and sales engineering into clear, defined logical circuit designs and service configurations. Coordinate with Engineering and Product teams to finalize architecture before deployment.
- End-to-End Provisioning Ownership: Initiate and manage the full technical setup workflow. Proactively direct Internal IT, Engineering, Product teams, and third-party vendors to provision customer services, configure network elements, and deliver physical infrastructure as specified.
- Network & Hardware Logistics: Oversee the logistical components of hardware deployment, including the scheduling of site visits and circuit turn-ups with external providers and internal teams.
- Timeline & Performance Reporting: Create and maintain dynamic, customer-facing provisioning schedules. Develop internal dashboards to report on provisioning KPIs and SLA adherence.
Sales Support & Order Processing - Contract & Feasibility Validation: Act as the primary technical validation point upon deal closure. Review all contracts and Service Level Agreements (SLAs) for technical feasibility, ensuring that the proposed solution aligns with engineering capabilities and network architecture.
- CRM Management & Order Creation: Own the creation and management of customer service orders within our CRM (e.g., Salesforce). Ensure data integrity and precise mapping of contract specifics to service identifiers.
- Customer Expectation Setting: Support Sales during the hand-off to set accurate delivery timelines and service activation expectations based on current provisioning workflows.
Service Delivery & Customer Experience (CX) - Onboarding & CX Advocacy: Serve as the primary, high touch point of contact for the customer throughout the setup and activation phases. Lead initial "welcome calls" focused on customer success metrics and detailed requirement gathering. Actively represent the customer voice during internal technical discussions.
- High-Touch Status Reporting: Proactively provide regular, detailed updates to key stakeholders such as Network and Sales. Maintain transparent communication and manage expectations regarding provisioning milestones and activation dates.
- Activation Verification: Perform rigorous technical verification with internal teams to ensure all services are fully active and meet all technical, functional, and SLA benchmarks. Coordinate a final service validation call and test with the customer to confirm acceptance before officially transitioning the account to Customer Success.
- Formal Account Transition: Create and deliver complete service activation documentation and hand-off summaries to the Customer Success and Support teams to ensure seamless ongoing support.
Sales & Service Support Responsibilities: - Sales Enablement: Provide comprehensive sales support, including generating accurate quotes, gathering and documenting customer requirements, and engaging proactively with clients to facilitate the sales process.
- Client Communication: Act as a direct, frontline point of contact for customers, ensuring a high level of responsiveness and professionalism.
- Service & Issue Resolution: Capture, log, and manage customer service issues, trouble requests, and general inquiries, ensuring all requests are handled effectively or escalated as needed.
Qualifications and Education Requirements - Bachelor’s degree in business, Project Management or similar field required.
- 5-7 years of experience in wholesale management, provisioning and customer service preferably in a telecommunications environment required.
- Previous experience building and leading customer service teams required.
- Proven track record in customer service delivery, complex onboarding, provisioning, and project coordination required. Experience in technical implementation is preferred.
- Advanced experience with CRM (e.g., Salesforce preferred) and project management platforms (Jira, Asana, Monday.com) required. Strong understanding of SaaS architecture and basic network concepts is preferred.
- Exceptional customer facing, written, and verbal communication skills. Must be an empathetic customer advocate who can also discuss technical configurations with customers and translate customer needs into technical specifications for engineers. Ability to produce clear, customer-facing technical documentation.
- Proactive, preventative mindset focused on risk identification before customer impact. Strong experience with root cause analysis (RCA) and process improvement.
- Strong understanding of fiber network and pricing structures preferred.
- Meticulous approach to data management and technical configuration review to eliminate errors.
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