Manager Carrier Client Services

Crown Castle USA Inc Charlotte , NC 28201

Posted 4 months ago

Company Summary

At Crown Castle, we work around the country to build and maintain the infrastructure behind the world's most revolutionary technologies. Our portfolio of communications infrastructure (towers, small cells, fiber) connects cities and communities to essential data, technology, and wireless servicebringing information, ideas and innovations to the people and businesses that need them. As the nation's largest provider of communications infrastructure and with more than 5,000 employees across the country, we've been building the connections that people depend on for 25 years. 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 $70 billion.

Position Title Manager Carrier Client Services - 7E

Position Summary:

Responsible for company objectives related to revenue preservation and the overall customer experience. Work closely with Account Team and Management to seamlessly service our customers while maintaining/developing the customer relationship.

Essential Job Functions

  • Responsible for company Churn objectives and initiatives

  • Direct and oversee a team of Client Service Managers responsible for maintaining/developing the customer relationship, experience and revenue

  • Design and Implement short and long-term Churn strategies

  • Evaluate the effectiveness of current revenue preserving efforts and oversee daily activities

  • Build cross functional relationships within different departments to ensure strong service and response to customer needs

  • Train and develop Client Service Managers in strategic planning, complex solution selling and strategies surrounding revenue preservation

  • Provide leadership to team members in achieving individual and team objectives

  • Lead effective client meetings

  • Oversee and manage renewal negotiations

  • Develop and maintain customer and account team relationships

Education/Certifications

  • Bachelor's degree
  • CRM and Microsoft Office experience

Experience/Minimum Requirements

  • Minimum 7+ years' experience in sales and customer management in the telecommunications industry (Specifically Dark Fiber, Optical Ethernet, Internet Access, Colocation, Managed Private Networks and Video Transport)
  • Minimum 3 years of management experience

Other Skills/Abilities

  • Proven Leadership experience

  • Strong commitment to deliver exceptional customer service

  • Proven ability to recruit and attract new talent

  • Excellent communication skills: written, verbal and listening.

  • Ability to influence peers and superiors to accept a point of view, adopt a specific agenda, or take a course of action to achieve Company goals

  • Must be Customer & Team focused - must have the ability to partner effectively with others and gain support

  • Ability to foster a cooperative work environment

  • Ability to adjust and adopt to changing priorities, goals, procedures and essential duties

  • Show initiative-acting with urgency in a proactive manner

  • Ability to prioritize multiple assignments and meet all deadlines

  • Excellent presentation skills

  • Strong organizational, administrative, and time management skills

  • Strong analytical/quantitative skills

  • Excellent negotiation skills with proven ability to close business

  • Must have successful sales track record with strategic accounts and/or vertical markets

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Manager Carrier Client Services

Crown Castle USA Inc