Client Service Manager

Job Summary

Job Description

Core Responsibilities

• Using telephony and network infrastructure knowledge, analyze and determine course of resolution of customer inquiries and outages to include routing of customer inquiries to appropriate critical business partners, (e.g. NOC, ECC, XOC, Regional Tech Ops, Sales and NETO) ensuring optimum response and resolution.
• Key player in maintaining a line of sight into customers' networks with a proactive approach in providing technical solutions and driving for true root cause analysis of customer network issues.
• Utilizes knowledge of clients' infrastructure and technical configurations to provide input to internal partners on scheduled maintenance events that would impact client change control guidelines.
• Initiate and coordinate with technical teams regarding root cause analysis of outages and communicate impact to customer ensuring customer understanding and acceptance.
• Ultimate customer advocate from onboarding and throughout customer lifecycle largely focusing on post sales activity surrounding solution implementation and post install support and network health.
• Meet with customer as part of the account team to review mutual expectations of business governance activities, sales and commercial inquiries, as well as, service issues related to the health of the account and agreed upon SLAs.
• Perform comprehensive monthly and quarterly customer strategic business and service reviews and develop improvement plans focused overall service experience.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills