Employment Opportunities

Division:	Customer Support
Location:	Los Angeles, CA
Job Type:	Full-Time
Job Level:	Experienced
Education:	Bachelors Degree or Equivalent

XCast Labs, headquartered in Los Angeles, CA is an advanced SaaS (Software as a Service) provider that has developed a comprehensive suite of software and hardware solutions that enable Cable MSOs / PCOs, CLECs, RLECs, ISPs, MDUs, Resellers and marketing companies to offer integrated IP-based services to their end-users.
XCast Labs is seeking a Service Account Manager who is responsible for managing our private label resellers relationship with our company. This role includes providing leadership and direction for the delivery of post-sales and post-implementation services and support to the reseller. The SAM drives partner satisfaction by understanding each reseller’s process and procedures.

• Acts as the primary company liaison for resellers
• Develop key relationships with partners at all levels, set appropriate expectations
• Review open trouble tickets and ensure the appropriate resource(s) are assigned to each case, drives escalations when necessary, and follow up to ensure timely and effective resolution.
• Create systems and procedures to streamline reseller management
• Working knowledge of Local Number Portability
• Vendor Management
• Serve as mediator to internal issue and conflicting priorities for members of cross-functional teams focused on the delivery of new or existing products to partners.

• Bachelors Degree or equivalent experience
• Telecommunications/VoIP experience a must
• Strong Account Management Skills
• Self Starter