Wave

Client Services Manager- Spectrum Business

Wave • $75K — $95K *
Charlotte, NC 28269In-Person
Telecommunications & Hardware
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in business marketing or related field or equivalent experience
  • Valid driver's license with a good driving record
  • 5+ years of business-to-business sales or client services management experience
  • 5+ years of telecom sales or client services field experience
  • Experience with Internet technologies and data networking services including LAN, MAN, WAN and VPN
  • Experience in CLEC, telecom and fiber/metro Ethernet sales
  • Strong ability to build and manage a client services team focused on large business accounts.

Responsibilities

  • Recruit, coach and manage a team of Client Services Representatives for Enterprise clients
  • Hold team accountable for performance standards and document results
  • Oversee case escalation processes to ensure timely completion
  • Collaborate with various departments on enterprise projects like billing migrations
  • Serve as a Subject Matter Expert to guide ongoing team training
  • Identify process gaps and partner with leadership to optimize service efficiencies
  • Provide coaching in account planning, management and presentation skills.

Benefits

  • Comprehensive benefits package
  • Opportunities for professional development
  • Supportive office environment
  • Engagement in impactful enterprise projects
Full Job Description
Job Summary

Are you driven to lead a high-performing team that delivers exceptional client experiences and safeguards key revenues? As a Client Services Manager at Spectrum Business, you will recruit, coach and manage dedicated representatives who support our valued Enterprise customers across multiple business sectors. Your leadership will shape service excellence and directly influence Spectrum Business' long-term growth.

Responsibilities

How You'll Make an Impact
  • Recruit, coach and manage a team of Client Services Representatives supporting inbound requests and back-office operations for Enterprise clients
  • Hold yourself and your team accountable for monthly performance standards, regularly reviewing and documenting results
  • Oversee case escalation processes, ensuring timely completion within specified service level agreements
  • Collaborate with Sales, Sales Support, SMB Care and other departments to address enterprise projects such as billing migrations, audits and equipment swaps
  • Serve as a Subject Matter Expert on Spectrum Business policies, procedures and products, guiding your team through ongoing training
  • Advocate for customers by identifying process gaps and partnering with leadership to optimize service efficiencies and SLAs
  • Provide coaching in account planning, management and presentation skills to enhance team capabilities

Working Conditions
  • Office environment
  • Exposure to moderate noise levels


Qualifications

What You'll Bring to Spectrum

Required Qualifications

Education
  • Bachelor's degree in business marketing or related field or equivalent experience
  • Valid driver's license with a good driving record

Experience
  • 5+ years of business-to-business sales or client services management experience
  • 5+ years of telecom sales or client services field experience
  • Experience with Internet technologies, data networking services including LAN, MAN, WAN and VPN
  • Experience in CLEC, telecom and fiber/metro Ethernet sales

Skills
  • Ability to read, write, speak and understand English
  • Ability to build and manage a client services team focused on large business accounts
  • Ability to sell advanced business solutions to enterprise clients

About Wave

Wave is a Canadian financial services company that provides accounting, invoicing, and payment processing software for small businesses. The company was founded in 2010 by Kirk Simpson and James Lochrie. Wave's software is used by over 4 million small businesses around the world. In 2019, the company was acquired by H&R Block for $405 million. Wave is headquartered in Toronto, Canada.
Learn more about Wave
Size
200 employees
Industry
Finance & Insurance
Founded
2011
* Ladders Estimates

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