Spectrum currently seeks a Client Services Manager for our Spectrum Enterprise/Business Services group. Please find a brief description of the essential duties and responsibilities required to function successfully in this position. NOTE: This is not a people manager role (client representative).
The Client Services Manager will handle interactions and escalations surrounding high value/revenue (VIP) Commercial customers. This individual will interact with all functional areas that touch our commercial customers with key areas including: Customer Experience (Sales, Billing, Tech Support, Tech Ops, Construction, etc.), Retention (up sell and contract renewals) and process flow (ticketing, call routing, circuit alarms, etc.).
Customer Advisor - Work with customer executives and technical contacts on the customer's business strategy, Spectrum best practices, and product offerings, and provide technical training. Support the customer's finance & technical personnel to ensure proper billing of services that were ordered and delivered.
Customer Advocate - As an advocate for the VIP customer, provide leadership support for all functional teams as they pursue resolution of customer issues. Guide support personnel with account profile audits to ensure they're correctly updated and managed.
Customer Escalations - Work with internal functional areas to ensure the customer issues are addressed with the proper urgency. Provide proactive monitoring when available and evaluate internal processes for improvement.
Revenue Assurance - Work collaboratively with Sales and Sales Support to drive add-on and renewal revenue across a diverse account base. Leveraging the customer advocates for better account penetration.
Account Activity - Track and report on customer account trends with regular summaries provided to Spectrum leadership and the customer. Review installation, service, and maintenance activities to ensure the overall success as it aligns with the customer's initiatives. Provide cross region backup for other SAM team members. Cross train other team members on your strengths and seek development opportunities. Work with support personnel on VIP customer Billing reviews and product service audits.
Issue Resolution Management - Monitor and respond to customer technical support and billing issues, taking appropriate action to ensure timely resolution of all open actions. Escalate complex issues and provide leadership, bring together the required support teams to collaboratively resolve the customer issue. Manage delivery of post-mortem / root cause analysis as required.
Promote the SAM organization among Sales, Operations, Order Management, and Billing organizations and, present VIP program details to customers.
Bachelor’s Degree required.
4-6 years relevant work experience.
Prior experience in a retention and /or sales environment is preferred.
Prior experience in the telecommunication industry is preferred.