Responsible for recruiting, coaching and managing a team of geographically dispersed Client Services Managers that are responsible for proactively servicing and protecting the revenues of our base of Spectrum Enterprise customers. This support willl cover multiple verticals and revenue thresholds within Spectrum Enterprise.
MAJOR DUTIES AND RESPONSIBILITIES
Responsible for recruiting, coaching and managing a team of geographically dispersed dedicated Client Services Managers that are responsible for protecting revenues from existing customers.
Consistently hold Client Services Managers accountable for achieving monthly performance standards. Review and document performance monthly.
Responsible for partnering with internal departments as customer advocate; Assist with identification of process gaps and work with leadership to improve customer SLAs and general Client Services efficiencies.
Support Client Services Managers in preparation to conduct regularly scheduled face-to-face meetings and operational account reviews with assigned customers.
Coach and train Client Services Managers to develop long-term, professional relationships with Spectrum Enterprise customers decision makers.
Coach and train Client Services Managers in account planning, account management, and presentation skills.
Attend, observe and participate in customer meetings with key Spectrum Enterprise clients. Attend customer appointments weekly with Client Services Managers and follow up each appointment with developmental coaching.
Attend regional business expos, technology events and industry specific trade shows with Client Services Managers to meet with existing clients and gain a better knowledge of their communications needs.
Attend regular meetings with our internal departments in maintain and increase our understanding of their goals and objectives.
Responsible for ensuring every Client Services Manager understands and is in compliance with all Spectrum Enterprise approval processes and approval levels.
Remain current on changes in the service pricing and procedures, order entry process, sales promotions through completion of required/recommended training program
Perform other duties as requested by supervisor
Skills / Abilities and Knowledge
Excellent oral, written and presentation skills
Ability to build and manage a strong sales culture and high performing team focus on named account list of large business customers
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to maintain confidentiality
Ability to organize/prioritize work, manage multiple tasks and projects and function effectively
Ability to use personal computer and software applications
Ability to manage enterprise level clients
Ability to sell advance business solutions to enterprise level clients
Prior experience/knowledge required
Internet Technologies, Functionality & Services
Data Networking Technologies, Functionality & Services (LAN, MAN, WAN, VPN)
CLEC, telecom, and fiber/metro Ethernet sales experience
Bachelors degree in business marketing or related field, or equivalent experience
Related Work Experience Number Of Years
Business-to-Business Sales and/or Client Services Management experience 5
Telecomm Sales and/or Client Services field experience 5
Certifications and/or Licenses
Valid driver's license with a good driving record