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Client Service Manager- Enterprise
4 months ago
** Client Service Manager- Enterprise**
**Job Category****:** Sales **Requisition Number****:** CLIEN006200 Showing 1 location **Job Details**
**Description**
**Company Summary**
Crown Castle works around the country to build and maintain the infrastructure behind the worlds most revolutionary technologies. Crown Castle owns, operates and leases more than 40,000 cell towers and over 65,000 route miles of fiber supporting small cells and fiber solutions across every major US market. This nationwide portfolio of communications infrastructure connects cities and communities to essential data, technology and wireless service bringing information, ideas and innovations to the people and businesses that need them. Crown Castle is an S&P 500 company and one of the largest Real Estate Investment Trusts in the United States with an enterprise value of approximately $60 billion
**Position** **Title** Client Services Manager - P2
**Position** **Summary:** Responsible for proactively maintaining the customer relationship and revenue by managing the customers business needs, as well as focusing on retaining and growing the overall customer relationship in order to meet company goals and objectives. Work closely with the Account Team and Sales Management to seamlessly service the customers.
The CSM organizations charter is client satisfaction, preservation of revenue and sales enablement
Essential Job Functions
* Develop and maintain customer and account team relationships
* Responsible for revenue protection and churn on all assigned accounts
* Actively work with the sales team and customer to determine needs for near term additional services and the accounts long term network planning activities
* Attend Quarterly Business Reviews as well as participate in pre and post sales customer meetings messaging the Crown Castle Support Structure.
* Act as the primary post installation contact as well as the liaison between customer and Crown Castle Fiber internal partners to ensure strong service and response to customer needs
* Manage account billing, inventory, trouble tickets, SLA and credit inquiries with internal groups and work with customer on any service related issues
* Provide and review service inventories, scorecards, customized reports and performance metrics via business review meetings with customer
* Onboard customers to the Crown Castle Fiber Business Portal
* Process and actively follow orders through internal processing to ensure timely and accurate completion in order to meet customer expectations
* Review, evaluate, prepare, and deliver RFP/RFQ responses for existing monthly recurring revenue
* Drive renewal negotiations
**Education/Certifications**
* Bachelors Degree or equivalent experience in Business, Sales, or related field preferred
**Experience/Minimum Requirements**
* 5 years of outside sales and or customer facing management experience
* Telecom experience preferred
* Proven project management experience
* CRM and Microsoft Office experience
**Other Skills/Abilities**
* Strong commitment to deliver exceptional customer service
* Proven ability to work well with external and internal customers
* Ability to prioritize multiple assignments and meet all deadlines
* Ability to foster teamwork and partner across functions to deliver seamless service to customer
* Excellent presentation skills
* Strong organizational, administrative, and time management skills
* Strong analytical/quantitative skills
* Excellent negotiation skills with proven ability to close business
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**Organizational Relationship**
**Reports to:** Manager, Client Services
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**Title(s) of direct reports (if applicable): N/A**
**Working Conditions:** Works in a normal office setting with no exposure to adverse environmental conditions.
**Additional Information: Requires up to 25% travel**
**Qualifications**
**Skills**
**Behaviors**
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**Motivations**
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**Education**
**Experience**
**Licenses & Certifications**
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)
