Crown Castle Inc Westborough , MA 01581
Posted 2 months ago
Position Title: Client Service Manager (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 Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.
Role Description
Responsible for proactively maintaining the customer relationship and revenue by managing the customer's 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 organization's charter is client satisfaction, preservation of revenue and sales enablement
Responsibilities
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 account's 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
Expectations
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
Education/Certifications
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
Organizational Relationship
Reports to: Manager, Network Client Services
Title(s) of direct reports (if applicable):
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.
Crown Castle Inc