Provisioning Coordinator Peak 10
THIS JOB HAS EXPIRED
Peak 10 is the only data center solutions company with rock solid people, rock solid solutions and rock solid results. Its dedicated team of experts is empowered to serve clients and proactively embraces the industry's evolving technologies. Peak 10's tailored, reliable and secure solutions for hosting and managing complex information technology infrastructure, deliver concrete results that are cost-effective and sustainable. We own and operate data centers in multiple U.S. markets and we pride ourselves on the quality of our services. Our business and customer base is growing at an exciting and rapid pace.
The Provisioning Coordinator (PC) position is a market-level position reporting to the Director of Service Delivery (DSD) in the same market. The PC is responsible for the timely implementation of Peak 10 products and services sold by the market. The PC accomplishes timely implementation through expedient task management among Peak 10 operations teams, local and remote, incorporating excellent communication of details and expectations. The PC is responsible for facilitating all correspondences in a timely manner with customers after the sales process has concluded. The PC is accountable for ensuring that all information required for the presentation of Peak 10 products and services are collected and communicated to necessary groups in a timely fashion. The PC is responsible for clearly delineating the transition of each customer from provisioning to the Support organization.
Provide timely and accurate forecasting of the backlog to the leadership team
Provide a weekly report of the volume of tasks and the total dollar value of the business currently in the backlog and the installation forecast for the current month.
Maintain a summary report of all installations that constitute the current month?s forecast and any potential delays that might prevent the forecast from being met.
Proactively share potential obstacles with leadership and other appropriate team members weekly to avoid missing the forecasted installs for the month.
Actively engage the responsible sales person and/or sales engineer if questions arise about the scope and design of any installation.
Deliver a superior onboarding experience
Upon order receipt, schedule an onboarding meeting per Peak 10?s approved format with all clients new to Peak 10 or clients who are adding or removing services from Peak 10.
Provide customers with a summary of the services we will perform along with roles and responsibilities and a timeline with well-defined milestones to meet installation objectives.
Regularly provide a mid-installation survey to ensure the customer is satisfied and on track to meet their installation objective.
Clearly and concisely transition customers from the provisioning process to support upon completion of the installation process. This would include providing a summary of support numbers and processes to the client. At pre-scheduled operations meetings announce to the support staff those customers who are moving into the ?support process? and ask if there are any questions. If any questions are presented pull together then necessary individuals and bring the solution back to the operations staff.
Set a reminder to personally follow up on all installations 30 or more days after installation to ensure that the customer is completely satisfied and to identify any potential support or service issues. Escalate any findings to your leadership team.
Improve tools and processes
Document missing or flawed steps in the provisioning task flows and report them to the corporate provisioning team.
Document areas within our provisioning tools where efficiencies can be gained and log these improvement requests with the development team.
Openly contribute to group discussions about improvements to the customer provisioning experience. Be an active participant.
Build strong internal and external relationships
The PC must be eager to speak to and interact with customers. Phone calls take priority over email and communication must be timely and accurate to build trust with our new clients.
Establish a rapport with and the respect of internal Peak 10 colleagues to further enhance the ability to quickly and effectively implement solutions.
Follow documented processes and procedures for all installations to ensure correctness of work and proper task flow for all teams.
Must effectively communicate implementation timelines and deliverables to internal and external resources to keep installations on target.
Help ensure that all Peak 10 teams and any required external parties always have the ?big picture? available to them. Ensure that all parties involved understand their role in the implementation and how their role contributes to the success of the whole.
Work to ensure that the customer has a ?one team? experience with Peak 10.
||Raleigh, NC |
THIS JOB HAS EXPIRED