Senior Customer Configuration Manager

CSG

Omaha, NE Management & Operations

       

16114 Senior Customer Configuration Manager (Open)

     

Position Type:

Full time

       

Location(s):

US.NE.Omaha.Campus

        

      

Position Details:

Essential Job Responsibilities:                                                                                  

  • In collaboration with the Customer Relationship Manager, leverage strong CSG product knowledge and best practices to guide customers in the implementation, support, and maximization of their CSG product portfolio. 
    • Analyze information needs and functional requirements and create the following artifacts, as appropriate: business requirements document, use cases, and high level designs.
    • Conduct research, analysis, education, and training on product configuration issues on behalf of the customer and the Customer Relationship Manager.
    • Submit and oversee medium to large development requests and projects.
    • May lead medium to large sized projects specific to the customer. 
  • As a customer product SME, manage conference calls, training sessions and other activities with external customers and partners during problem resolution and implementation activities. As a team, ensure we meet and/or exceed our customer’s expectations for service and support. 
  • Serve as a strategic advisor to customers and provide product functionality, technology, process guidance, and implementation expertise within the following areas:
    • Passers, agent transfers, cycle spreads, and rate increase projects
    • New product rollout and conversion assistance
    • Statement Management (i.e. checkers, pre-test, holds, freezes, reruns, messaging, and account hierarchy)
    • Back-Office and Usage projects/changes.
    • Financial Management (i.e. taxing, Commtax, collections, and EAR)
    • Interface Management (i.e. addressability, SLBOS, ENI, and triggers)
    • Customer interface version tracking and compliance
    • Mainframe Network/Server support (i.e. circuit orders, XBOI, prin bank, and servers)
    • Product Configurator, OME, ESE, ESE-P assistance and support including Parameter Activity (i.e. UDF, 9XX, mirrors, real-time builds, and security)
    • Vantage and Financial Forecaster support and assistance
    • New product acceptance testing with customers in SCTE
    • Coordinate, validate and perform both internal and client infrastructure changes.
  • Manage trouble ticket resolution to ensure customer satisfaction. Escalate tickets, as appropriate.
  • Support after hours on-call duties, as necessary.

Professional Working Behavior

This role is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG’s Competencies and Core Values.

Travel

Must be able to travel internationally and/or domestically (dependent upon location of the role) up to 25% of the time.

Job ID: 1320

Posted 15 days ago

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