Client Services Manager I, Spectrum Business

Spectrum Business • Charlotte, NC

2d

About The Position

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Ready to improve the client experie nce through positive partnership s and the resolution of escalations? You can do that. Do you want to build loyalty and nurture long-term retention with high-revenue VIP clients? A s a Client Services Manager at Spectrum Business, you can do that. Spectrum Business provides modern enterprise technology solutions that meet the unique needs of some of the country's biggest brands. If you're looking to build your most successful career, support client growth and work alongside intelligent, driven professionals, you can do that . We're ready to go all in on your future and create an engaging environment . Be part of the connection: You understand the questions, issues and concerns of high-revenue VIP clients. You drive retention and process flow through interactions with clients, Sales, Billing and Technical Support via email, phone and ticket system within an office environment. How you can make a difference: Advise clients on their business strategy to highlight Spectrum Business best practices and products. Work with the client finance team to ensure proper billing of ordered services. Advocate for VIP clients, lead support teams and provide account profile audits to accelerate client issue resolutions. Collaborate with Sales to increase sales of add-ons and renewals. Track and report on client account trends for leadership to leverage. Monitor and respond to client technical support and billing issues to resolve all client open actions. Conduct post-mortem and root cause analysis to prevent future client issues.

Requirements

• Four or more years of B2B and client services management experience
• History of building and managing a Client Services team focused on a named account list.
• Bachelor's degree in a related field or equivalent experience.
• Understanding of internet technologies, LAN, WAN, MAN, VPN, CLEC, fiber and metro Ethernet
• Proficient in Microsoft Office.
• Organizational, prioritization and English communication skills.
• Expert in maintaining company and client confidentiality.
• Travel to and from assigned territories and company facilities.
• Valid driver's license.

Nice To Haves

• Experience in a retention or sales environment.
• Telecommunications industry experience.

Responsibilities

• Advise clients on their business strategy to highlight Spectrum Business best practices and products.
• Work with the client finance team to ensure proper billing of ordered services.
• Advocate for VIP clients, lead support teams and provide account profile audits to accelerate client issue resolutions.
• Collaborate with Sales to increase sales of add-ons and renewals.
• Track and report on client account trends for leadership to leverage.
• Monitor and respond to client technical support and billing issues to resolve all client open actions.
• Conduct post-mortem and root cause analysis to prevent future client issues.

Benefits

• comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level