Customer Care Manager

Role Overview

• The Customer Care Manager is the single point of contact for strategic revenue customer accounts with complex product needs.
• In this position, you will proactively manage customers’ service needs ensuring the highest level of satisfaction, exceeding deliverables and timelines within the Customer Journey.
• Manage interactions from the order origination through revenue assurance.
• Promote revenue growth, retention, and overall client satisfaction.
• Provide support, coordination, and guidance on client and service delivery processes.
• Serve as the escalation point for customer inquiries and issues.
• Includes: order origination and validation, project management, service scheduling, technical customer account management, MACD handling, billing and revenue assurance.
• Communicates order status and governance via client facing communication.
• Meet learning, development and personal growth objectives to provide a superior customer experience.
• Deliver data and feedback to other internal organizations on chronic performance issues and recommendations.
• Provide Client Business Reviews on a recurring basis, no less than bi-annually.
• Support Service Assurance and Repair in Network Service Review (NSR) presentation to client.
• Initiate mitigation strategies to optimize customer solution delivery.
• Collaborate with Sales and Operations ecosystem to execute a connected Customer Journey (LBGUPS – Learn, Buy, Get, Use, Pay, Support).

Requirements

• Bachelor’s Degree and/or minimum of 10 years in the telecommunications industry
• Must have customer facing experience in a similar role at a prior telecommunications company supporting large revenue Enterprise and Wholesale customer base
• Executive level presence and able 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
• Strong customer focus and excellent attention to detail.

Benefits

• Competitive medical, dental, vision, and life insurance
• Employee assistance program
• 401K plan with company match
• Paid time off