Manager Account Service

Altice USA   •  

Long Island City, NY

Industry: Telecommunications & Hardware


5 - 7 years

Posted 43 days ago

Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi.

We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers ‐ and our people.

The Account Service Manager (ASM) is responsible for ensuring services provided to the customer account base meets contracted requirements and exceeds customer's expectations, while maintaining a value added relationships with key customer stakeholders. The ASM will be an internal advocate on behalf of the customer handling all customer inquiries, issues and if necessary new orders which may modify the customers network.

The ASM will be responsible for building and maintaining a customer service relationship, driving company methodology and is accountable for the overall service relationship. The Account Service Manager role is meant to ensure a first class service experience is given for a specified group of customers.

The ASM position will be responsible but not limited to conducting periodic Customer Account Reviews to Monitor Existing Services and Ensure SLA's. Act as the primary intermediary between the customer and Lightpath for process issues. Ensuring service commitments are met, retaining customers business and providing the conditions for customer confidence in services for future revenue growth.

Manage select Customer Accounts

Own and develop Customer Relationships, aligning with Lightpath Sales as appropriate

Conduct Periodic Customer Account Reviews to monitor existing services and ensure SLA's

Act as the primary intermediary between the customer and Lightpath for process issues

Aid ASE in managing Strategic Accounts

Participate on the Strategic Account Teams

Create and Complete sales on existing services, e. Moves, Adds and Change's

Prepare and review customer CSR, LOA or any other administrative documents needed on behalf of the customers

Monthly, obtain and collate customer data for Stewardship Reports and highlight areas of concerns for the account team.

Maintain Order Status Spreadsheet and conduct Order Quality Check

Prepare Customer Service Improvement Plans to address service issues and achieve improvements in service performance

Monitor customer feedback (e. surveys, escalations and complaints.)

Manage executive level customer escalations and service recovery, ensuring successful closure

Maintain understanding and educate customer on all Lightpath Customer impacting processes

Work directly with Customers to obtain and maintain Customer Contact

Complete Carrier ASR orders for adds and disconnects

As requested by Customer, research customer invoices and investigate installation orders

Monitor customer feedback (e.g. surveys, escalations and complaints.)

Educate the customer in Lightpath processes and organization; remove roadblocks in Lightpath processes

A minimum of 5 years' experience in the telecommunications industry with experience in Sales and or Service Management

Outstanding analytical and problem-solving skills along with the ability to collaborate cross-functionally

Knowledge with supporting customer contractual Service Level Agreements

High Energy Level is required to take escalations and respond to any customer related issues with the data/voice product lines

Entrepreneurship is required to be able to think out of the box

Excellent communication skills required

Other skills required are excellent interpersonal skills

Needs to be very honest and the ability to maintain customer confidentiality

Should be able to express ideas in clear and concise manner.

We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace.

We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace.