Community Solutions, Service Delivery Analyst

Spectrum; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Spectrum is seeking a Service Delivery Analyst in Charlotte, NC to coordinate activation experiences and manage projects across Sales, Construction, and Operations. You will drive timely activations, resolve issues, and ensure smooth handoffs from sale to installation.

The role requires 3+ years in account management, strong English communication, and proficiency with MS Office. You will lead kickoff calls, provide regular status updates, and escalate as needed to keep customers satisfied.

Qualifications

• Bachelor’s degree from a four-year college or university or equivalent training, education and experience.
• 3+ years of account management experience, preferably in the telecommunications industry.
• Ability to read, write, speak and understand English.

Responsibilities

• Coordinate customer activation processes, serving as the project manager for SCS sales contracts and overseeing interactions with Sales, Sales Support, Construction, Field Operations, SCS Bulk Care, BOSSB and other internal stakeholders.
• Lead and participate in customer kick-off calls and planning sessions to ensure clarity and progress throughout the sales and installation cycle.
• Prepare and distribute daily, weekly and monthly sales status updates, maintaining accurate reporting on all assigned orders.
• Manage order flow, project and order management, installations, changes and related post-sales functions to ensure timely and efficient completion.
• Solve problems independently, handle complex issues and escalations and aggressively research solutions when challenges arise.
• Facilitate communication with Owners post-sale by preparing proposals, letters and other client correspondence, including securing Certificates of Insurance as needed.
• Identify process gaps and take initiative to implement creative and critical solutions, adapting to changing tasks, priorities and schedules.

Skills

English proficiency

Presentation skills

Relationship building

Escalation management

Multitasking

MS Office

Cross-functional coordination

Self-directed

Education

Bachelor's degree

Tools

Microsoft Office

Job description

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Seeking a role where your organizational skills and attention to detail drive customer satisfaction? As a Service Delivery Analyst at Spectrum, you will coordinate seamless activation experiences, collaborating across teams to ensure every sale and installation process runs smoothly. With your dedication and versatility, you'll play a vital role in managing projects and resolving challenges that directly impact our customers.

How You'll Make an Impact

• Coordinate customer activation processes, serving as the project manager for SCS sales contracts and overseeing interactions with Sales, Sales Support, Construction, Field Operations, SCS Bulk Care, BOSSB and other internal stakeholders
• Lead and participate in customer kick-off calls and planning sessions to ensure clarity and progress throughout the sales and installation cycle
• Prepare and distribute daily, weekly and monthly sales status updates, maintaining accurate reporting on all assigned orders
• Manage order flow, project and order management, installations, changes and related post-sales functions to ensure timely and efficient completion
• Solve problems independently, handle complex issues and escalations and aggressively research solutions when challenges arise
• Facilitate communication with Owners post-sale by preparing proposals, letters and other client correspondence, including securing Certificates of Insurance as needed
• Identify process gaps and take initiative to implement creative and critical solutions, adapting to changing tasks, priorities and schedules

Working Conditions

Office environment with some travel

Required Qualifications

Education

Bachelor's degree from a four-year college or university or equivalent training, education and experience

Experience

3+ years of account management experience, preferably in the telecommunications industry

Skills

• Ability to read, write, speak and understand English
• Conduct presentation meetings with large groups and communicate effectively with customers and internal stakeholders
• Build strong working relationships with master agents and their partners
• Comfortable escalating issues within various levels of the organization
• Self-directed, able to handle multiple tasks efficiently and effectively with minimal supervision
• Effective verbal and written communication skills with proficiency in Microsoft Office
• Multitask in a demanding environment with little supervision and multiple requests from business units
• Utilize personal computer and software applications

Preferred Qualifications

Skills

• Experienced in coordinating and facilitating meetings with cross-functional groups

Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow Your Career Here

We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.