Sr Customer Retention Specialist

Found in: Talent US C2 - 2 weeks ago

Canonsburg, United States Crown Castle Full time

Position Title: Senior Customer Retention Specialist (P3)

Company Summary

Crown Castle is the nation’s largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is publicly traded on the New York Stock Exchange (CCI), is part of the S&P 500 and is one of the largest Real Estate Investment Trusts in the US.

We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology. 

Role

Responsible for the independent day-to-day management of customer account activity analysis and relationships in an effort to minimize contractual variances as it relates to financial obligations of commenced agreements/contracts. Responsible for resolution of complex contract issues and disputes while delivering superior customer service to strengthen relationships.

Responsibilities

Serve as subject matter expert on complex contract issues and provide support and guidance to other team members. Negotiate directly with customers on existing contract terms to accomplish company quarter and year-end cash flow and revenue assurance goals. Analyze revenue streams and contract terms in conjunction with accounts receivable balances in order to prioritize open balances and identify trends. Develop action plans to resolve contractual variances within definitive time periods to ensure revenue and account balances are recorded accurately. Analyze multiple data points to categorize issue drivers, complete trend analysis, identify changes in revenue, and mitigate financial risk to the company. Develop reporting, correspondences, presentations, etc. to facilitate resolutions with internal departments and Customers. Independently manage a portfolio with the average responsibility of 20,000 agreements with associated $50M+ in monthly revenue and cash flow. Minimize future variances through mastering contract knowledge, internal and external operating systems and processes. Work in partnership with team members and management to develop and deliver customer presentations to both internal and external audiences. Collaborate with and mentor team members on customer retention best practices to ensure consistent and timely problem solving. Deliver unparallel customer service through communication with Customers, internal departments, and senior management. Research, analyze, and facilitate/process billing where appropriate to ensure contract compliance.

Education/Certifications

Bachelor’s Degree in Business or equivalent experience Master’s Degree preferred

Experience/Minimum Requirements

Minimum of five (5) or more years in accounting, customer service, financial analysis, and/or contract administration. Minimum of two (2) or more years in customer service, project management, and/or contract management. Previous supervisory experience preferred 

Other Skills/Abilities

Demonstrated mastery in MS Excel; working with multiple spreadsheets, 25,000+ lines of data, pivot tables and V lookups.  Contract interpretation background Excellent customer service skills Analysis and Reporting – confidence to accurately present data to all levels of management Project Management skills – develop plan to meet goals and see immediate and long-term impacts of actions Communication skills – presentation, leadership, and negotiation skills Independent judgment and creativity applied to negotiating and resolving contract issues Ability to influence professionals with different objectives and/or focus

Organizational Relationship  

Reports to:  Customer Retention Manager or Manager, Post-Sales

Title(s) of direct reports (if applicable): N/A

Working Conditions: This role falls into our hybrid work model working in the office on Monday through Thursday. On Fridays, teammates on the hybrid schedule will have the option to work from the office or home. There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.

#LI-SD1 #LI-Hybrid

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