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Job Description
PRIMARY RESPONSIBILITIES / KEY RESULT AREAS
• Customer Onboarding & Transition Coordination: Lead and execute onboarding processes for new customers and services, ensuring seamless integration into Customer Operations Cen-ters. Organize and facilitate kickoff meetings, manage operational handoffs, and oversee the transition into steady-state operations.
• Operational Readiness & Data Validation: Ensure the accuracy and completeness of cus-tomer data in operational databases and systems. Confirm systems capabilities, functionality, and readiness for live operations, supporting a smooth launch and sustained performance.
• Process Documentation & Training Support: Collaborate with internal teams to document onboarding-related processes and procedures. Identify training needs and coordinate with Knowledge Management to ensure appropriate materials and sessions are delivered.
• Cross-Functional & Customer-Facing Collaboration: Liaise with Service Assurance teams (Change Management, Tools, CSI), Customer Service Managers, Sales and Solutions Engi-neering, Gateway and Ground Operations, and other departments to align onboarding efforts and support customer success.
• Optimization, Transformation & ITIL Alignment: Contribute to continuous improvement ini-tiatives by identifying opportunities to streamline onboarding workflows. Ensure all onboarding activities and documentation adhere to ITIL framework standards and support service man-agement goals.
• Customer Onboarding & Transition Coordination: Lead and execute onboarding processes for new customers and services, ensuring seamless integration into Customer Operations Cen-ters. Organize and facilitate kickoff meetings, manage operational handoffs, and oversee the transition into steady-state operations.
• Operational Readiness & Data Validation: Ensure the accuracy and completeness of cus-tomer data in operational databases and systems. Confirm systems capabilities, functionality, and readiness for live operations, supporting a smooth launch and sustained performance.
• Process Documentation & Training Support: Collaborate with internal teams to document onboarding-related processes and procedures. Identify training needs and coordinate with Knowledge Management to ensure appropriate materials and sessions are delivered.
• Cross-Functional & Customer-Facing Collaboration: Liaise with Service Assurance teams (Change Management, Tools, CSI), Customer Service Managers, Sales and Solutions Engi-neering, Gateway and Ground Operations, and other departments to align onboarding efforts and support customer success.
• Optimization, Transformation & ITIL Alignment: Contribute to continuous improvement ini-tiatives by identifying opportunities to streamline onboarding workflows. Ensure all onboarding activities and documentation adhere to ITIL framework standards and support service man-agement goals.