Manager, Enterprise Center Sales & Support

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Job Description

Brightspeed is looking for a driven, creative, experienced, and energetic leader to join our team and build a strong customer experience within our Small Business and Enterprise segment.

Operating in a highly cross-functional environment, this role is influential and has an ability to make an immediate and significant impact on the business. In this position, you will focus on supporting a responsible for contact center enterprise sales and support. You will lead and motivate a team focused on an exceptional experience responsible for inbound sales, customer care, portal support, billing and invoice assistance.

In this role, you will be in a leadership role overseeing an organization of Individual contributors and third-party outsourced vendor partners. The organization is comprised of multi-faceted customer care and support disciplines dedicated to the success of inbound sales, customer support, portal administration and invoice support for the small business and enterprise customer base. You will be responsible for redefining the customer experience through development of service procedures, execution KPIs and establishing goals to promote revenue growth, retention, and overall client satisfaction. You will lead through solution transformation and onboarding of new technology within the company.

As the Manager, Enterprise Center Sales & Support, your duties and responsibilities will include:

• Develop Contact Center customer experience KPI goals and coordinates with the team to meet, exceed and evolve those goals on a consistent basis

• Monitor, Analyze and Take Action with regards to vendor performance

• Drive and Deploy vendor scorecards and lead direction on success criteria

• Fully integrate into the sales and ordering process to architect success in delivery of a quality customer experience

• Lead ongoing implementation, provisioning, and quality assurance of telecommunications service delivery

• Work with Training and Development on content related to sales and ordering processes, improvements and changes

• Partner along-side of Product Management to develop ordering processes related to new product introduction and launch

• Serve as the subject matter expert in order onboarding, fallout resolution and customer escalation

• Responsible for accurate and timely communication of milestones to internal and externally facing teams - proactively escalating as needed

• Demonstrate ability to efficiently and accurately manage requests with competing priorities

• Maintain supplier adherence to corporate compliance standards

• Assist other departments or work groups, providing expert knowledge and leadership from within

• Properly prioritize tasks, orders and assignments

• Perform project-based duties based on organizational growth demands

• Create a workplace culture of employee engagement, empowerment, and innovation

• Responsible for development of operational policies, methods and procedures that uphold the technical specifications of the customer and corporate network

• Serve as the escalation point for customer inquiries and issues

• Includes: general escalations, error resolution, solution consulting, education and coaching

• Implement an effective customer experience standard for execution and delivery of traditional telecommunications products and support for evolving solution infrastructure

• Maintain accurate records and documents of customer interaction, service activities and discussions

• Elevate customer engagement and delivery expectations

• Measure service statistics and provide detailed reports on findings, opportunities and improvements

• Collaborate with sales and operations ecosystem to execute a connected customer journey (LBGUPS - Learn, Buy, Get, Use, Pay, Support)

• Motivate teams through change, growth, and evolution and continuing education

• Participate in strategic and operational discussion with business leadership, owning strategy, execution and business outcomes

• Operate in sponsorship with IT, product and network operations to evaluate and implement new/improved technology standards

• Demonstrate the ability to lead constructively and effectively through complex scenarios with competing priorities

• Lead cross-functionally to consult and guide through complex networking, troubleshooting and business outcome realization

• Create a strong environment of leadership from within to promote proactive thought leadership and resilient change behaviors

Qualifications

PROFERSSIONAL SUCCESS COMPETENCIES:

• Leadership

• Ability to lead, motivate and mentor cross-functional teams

• Precision

• Strong attention to detail in all work processes

• Communicating

• Conveying information and ideas to others in a convincing and engaging manner through a variety of methods, both internal and external.

• Problem Solving and Decision Making

• Identifying issues, problems, and opportunities; obtains and compares information from various sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, & chooses a course of action.

• Driving for Results

• Setting ambitious standards of performance for self and the overall team; responsibility for work goals; initiates, focuses, and monitoring the efforts; proactively acting, and going beyond what is needed.

• Client & Partner Relationships

• Developing and sustaining relationships based on an understanding of client, partner and stakeholder needs and actions.

WHAT IT TAKES TO CATCH OUR EYE:

• Advanced Knowledge of Telecommunications Principles and Practice

• Extensive experience in managing contact centers and third-party outsourced partnerships

• Bachelor's Degree and/or minimum of 10 years in the telecommunications industry leading teams comprised of technical/multi-functional disciplines

• Must have customer facing experience in a similar role at a prior telecommunications company with proven experience working in a customer facing leadership position

• Executive level presence and ability to communicate with client stakeholders

• Extensive knowledge of TDM and IP based voice and data services

• Must be able to work in a fast-paced environment, and work collaboratively with marketing, sales, and channel management colleagues to support revenue growth

• Must have strong personal leadership skills and is a Professional, responsive, and a good team player

• Ability to work under pressure to tight deadlines

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Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End

• East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed's Privacy Notice for California Residents

• Brightspeed's Privacy Notice