Client Services Manager II, Spectrum Enterprise
At a glance:
- Are you a client-focused account management professional skilled at promoting positive interactions and quick issue resolution for higher revenue clients?
- Can you commit to a role selecting the best approach to resolving issues and implementing measured and adaptive mitigation processes?
- Do you desire a competitive salary with lucrative benefits and a focus on professional development?
Our company:
At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.
Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America's largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise's industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com.
Highlights:
As a Client Services Manager II, you are passionate about providing quality service and ensuring long term client retention. You excel at providing regular interactions and resolving escalations for clients with higher monthly revenue, larger employee counts and advanced levels of IT and billing resources. You improve efficiency and client satisfaction through collaboration with all functional areas that service Enterprise clients, including Sales, Billing, Technical Support, Operations, Construction, Ticketing, Call Routing and Circuit Alarms.
You successfully leverage telecommunications industry knowledge, creative thought concepts and strong influence to solve complex and diverse client issues. You have a keen ability for selecting the best approach based on the specific needs to resolve issues and implementing measured and adaptive mitigation processes. You flourish in an office environment managing accounts across the Spectrum Enterprise footprint and traveling regularly to achieve company objectives. You report directly to the Manager of Client Services for goals, guidance and assistance.
Position benefits:
- Competitive salary with bonus.
- Health, vision and dental insurance.
- 100% company match 401(k) up to 6%.
- Company funded retirement accumulation plan for an additional 3%.
- Education assistance.
- Pretax childcare spending account.
- Paid holidays, vacation days, personal days and sick days.
- Employee discount on Spectrum services where available.
What you will do:
- Be a key member of the Client Services team through active and consistent support of all efforts to simplify and enhance the client experience.
- Provide leadership support for all functional teams during issue resolution for clients with higher monthly revenue, larger employee count and advanced levels of IT and billing resources.
- Ensure account profiles are correctly updated and managed by guiding the support teams through audits.
- Maintain accurate service billing by supporting the client Finance and Technical teams.
- Work with internal functional areas to ensure client issues are addressed with the proper urgency while monitoring and evaluating internal processes for improvements.
- Minimize churn by working with boundary partners on billing and operational reviews and product service audits.
- Track and report on client account trends with regular summaries for senior leadership to leverage.
- Review installation, service and maintenance activities to ensure overall success as it aligns with the client initiatives.
- Efficiently resolve all client open actions by monitoring and responding to client technical support and billing issues with the appropriate procedures.
- Boost client satisfaction by escalating complex issues and coordinating with support teams to resolve issues while conducting post-mortem and root cause analyses as required.
- Promote the Client Services functions through regular interactions with Sales, Operations, Order Management and Billing
- Improve Sales success by presenting the Client Services program and details to clients.
- Perform additional duties related to the position as assigned.
Required keys for success:
- Three or more years of direct sales, client services management or telecommunications client services experience.
- History of effectively building and managing relationships with named account business clients.
- Track record of maintaining client and business confidentiality in all interactions.
- Solid prioritization and organizational skills with the ability to work with minimal supervision in a fast-paced and ever-changing environment.
- Experience with internet technologies, functionality and services.
- Confident when presenting information to senior leadership and clients.
- Advanced ability to follow concepts and processes that provide solutions to clients.
- Valid driver's license, a safe driving record and the availability to travel.
- Proficient with Microsoft Word, Excel, PowerPoint and Outlook.
- Effective written and spoken English communication skills with all levels of an organization.
How you will stand out from the crowd:
- Experience in a retention or sales environment.
- Track record of working in the telecommunications industry.
Your education:
- Bachelor's degree in a related field or an equivalent combination of education, training and experience (required).
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Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
The pay for this position has a salary range of
$81,800.00 to $157,200.00. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.