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Client Support Manager

Company: NaviSite
Location: Austin
Posted on: July 14, 2019

Job Description:

Date posted 06/12/2019 Requisition Number: ******BR Location: United States - Texas - Austin Area of Interest: Customer Service Position Type: Full Time JOB SUMMARY The Carrier Account Client Support Manager (CSM) is a customer operations support position within the Spectrum Enterprise Carrier Account channel. The CSM will act independently as the Carrier customer advocate; establishing and fostering internal and external relationships in order to successfully manage and resolve Carrier customer expectations/issues in the most expeditious and professional manner while safeguarding all financial and business concerns of Spectrum Enterprise. MAJOR DUTIES AND RESPONSIBILITIES The CSM will actively and consistently support all efforts to simplify and enhance the customer experience. The CSM reports to the Manager of Carrier Client Services within the Spectrum Enterprise Carrier Service Support Organization and as such, supports their CSM peers and the Sales Advancement Managers (SAMS). The CSM has dotted line reporting to the Carrier Services Access Sales teams and their Directors. Prepares quotes on upgrades and renewals. May partner with internal Spectrum Finance and sales teams to determine Spectrum negotiating position on unique requests. Partners with Spectrum Project managers and establishes bi-weekly or monthly calls to review current book-of-business, installation issues, scheduling and customer contacts, including relevant order management personnel as required in order to resolve issues. Partners with Order management teams on a regular cadence review disconnects/upgrades/renewals /grooms and performs root cause analysis for rejects/cancels and other process issues. Also partners with Sales and Solutions Engineering to recommend process improvements. Provides guidance and leadership to billing teams on complex billing issues (including disputes and their resolution) across multiple legacy platforms. Establishes bi-weekly or monthly calls with Carrier Customers to review outstanding post installation issues (re-rate requests, disputes, inventory management, and recurring outage issues) and takes responsibility for internal follow up when Carrier Customer needs are not being met. Understands and interprets as necessary all Carrier Master Service Agreements (MSAs) and amendments to ensure terms and conditions (T & Cs) of MSAs are adhered to, provides guidance to interested parties on T & Cs (portability clauses, ETFs) and makes recommendations to ensure future MSAs or amendments are modified in a manner that closely aligns with Spectrum Enterprise's goals, objectives and tool capabilities. Participate in strategic business planning sessions with account team members and/or customers. Responsible for understanding of and is accountable for customers revenue base, inclusive of churn and oversight of aged receivables. Partners with post sale service team on a monthly basis to review and understand outages and RFOs in order to understand the impact to the overall health/relationship of the customer account. Prepares weekly and monthly reports to manager to include volumes, revenue impact, issues encountered, and analysis on process or procedures that could be improved to streamline business REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Possesses excellent verbal and written communication skills Experience in the telecommunications industry mandatory Able to effectively solve problems independently and creatively (working outside the box) Possesses effective leadership skills and qualities with a demonstrated ability to establish multiple, internal working relationships within various levels of the organization and will act with authority to solve problems Comfortable preparing and presenting to large groups and speaking with customers, internal and external Comfortable escalating within various levels of the organization Proficient in Microsoft Word, Excel and PowerPoint and ability to learn new process tools Ability to understand complex issues and drive through resolution Education Bachelor's Degree or equivalent Related Work Experience 5+ Years Telecommunications experience 2+ Years Management experience PREFERRED QUALIFICATIONS Experience in working with and building strong Carrier Customer relationships and has solid understanding of unique Carrier business Organized, influencer who is action oriented Flexible if and when last minute customer meetings are necessary WORKING CONDITIONS Normal Office Conditions The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws. FCC Unit: 13551 Business Unit: Customer Operations

Keywords: NaviSite, Austin , Client Support Manager, Executive , Austin, Texas

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