Manager, Carrier Relations/Vendor Management

Overview
FirstLight is seeking an experienced Manager, Access Management responsible for leading a small team to work with carrier partners to obtain off-net connectivity solutions and pricing, and to place and manage orders for 3rd party Lit Circuits, Dark Fiber and Colocation facilities throughout the lifecycle.

The manager will work closely with the Sales and Sales Engineering teams to provide timely, accurate off-net solutions to support sales, close deals and drive increased top-line revenue. Similarly, the manager will ensure close cooperation and coordination with the Service Delivery team to deliver 3rd party facilities on time and accurately.

Working under the guidance of the Director, Access Management, the Manager will create and foster a culture of continual process assessment and improvement, develop and implement metrics and create reports to guide these initiatives and promote consistency and quality of work throughout the team.

Key Responsibilities

Team Management

• Lead, coach and manage a team of up to ten people, based indifferent locations throughout the service footprint.
• Represent the team within the company and to external partners to maintain a positive, professional reputation.

Quoting:

• Assign Quote Requests to the team in a timely manner.
• Assume hands-on ownership of some of the Quoting assignments as able.
• Complete Quoting requests within established SLAs. Produce and display performance reports by carrier and product.
• Work cooperatively with Sales and Sales Engineering teams to provide additional support for large, complex multi-location opportunities.
• Implement a Quality Assurance program to ensure quoting information is received and entered accurately and consistently across the team.
• Work proactively with Director to identify, design and implement process improvement, automation and tools where possible.

Ordering:

• Assign order requests (New, Move, Add, Change, Disconnect) to the team in a timely manner.
• Assume hands-on ownership of some of the installation orders as able.
• Manage orders throughout the lifecycle –order, install, billing through disconnect.
• Establish and implement internal escalation rules
• Work cooperatively with Service Delivery for joint management of large, complex multi-location installations.
• Produce and display installation performance reports by carrier and product.
• Work proactively with Director to identify, design and implement process improvement, automation and tools where possible.

Vendor & Carrier Relations:

• Develop and maintain manager-level working relationships with domestic and international telecom partner carriers.
• Review and sign orders within manager approval levels. Ensure pricing and terms are correct, and that they align with the proper Master Service Agreement where applicable. Obtain higher level approvals as needed.
• Work with Director to assist with contract negotiations, renewals and performance reviews and secure the best pricing and service agreements.

Records Management:

• Organize and manage vendor records for all contractual documents and transactions.
• Track portability data and use portability efficiently to reduce unnecessary costs
• Proactively manage expiration dates of key contracts –e.g.IRUs, Leases

Qualifications and Skills

• Bachelor’s degree in business, Telecommunications, or a related field– or equivalent experience.
• 10 years of experience in carrier/vendor management, operations, procurement, or telecom contract negotiations.
• Strong understanding of telecom networks, carrier services, ordering systems, ASRs, LSRs.
• Proven track record in managing vendor quotes and orders.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to work in a fast-paced, global environment with cross-functional teams.
• Experience with Ethernet EVPL, EPL,darkfiber,colocation space/power and cloud-based connectivity solutions.

About FirstLight

FirstLight, headquartered in Albany, New York, provides fiber-optic data, Internet, data center, cloud and voice services to enterprise and carrier customers throughout the Northeast connecting more than 13,000 locations in service with more than 125,000 locations serviceable by our more than 25,000-route mile network. FirstLight offers a robust suite of advanced telecommunications products featuring a comprehensive portfolio of high bandwidth connectivity solutions including Ethernet, wavelength, and dark fiber services as well as dedicated Internet access solutions, data center, cloud and voice services. FirstLight’s clientele includes national cellular providers and wireline carriers and many leading enterprises, spanning high tech manufacturing and research, hospitals and healthcare, banking and financial, secondary education, colleges and universities, and local and state governments.

FirstLight is committed to cultivating and preserving a culture of diversity, and inclusion. We recognize that our differences are assets that strengthen us as a team, and FirstLight is committed to fostering an environment where everyone feels welcomed, valued, respected and recognized. FirstLight Fiber is an equal opportunity employer. In accordance with state and federal laws, FirstLight’s equal opportunity policy is that all applicants and employees are treated equally by the company with respect to employment opportunities, regardless of race, color, religion, sex, sexual orientation, disability, or veteran status or veteran disability.