Customer Lifecycle Manager

Powernet is a company driven by innovation and excellence, dedicated to empowering its team members. They are seeking a Customer Lifecycle Manager who will manage the complete customer lifecycle, acting as a liaison between clients, carriers, and internal teams to ensure seamless service delivery and operational excellence.

Responsibilities:

• Own the customer journey from order submission to final billing, ensuring seamless implementation of SMB and Enterprise service deployments
• Coordinate provisioning activities across carriers, vendors, and internal engineering teams to meet project milestones and delivery timelines
• Facilitate service turn-ups and confirm readiness to ensure a "right the first time" customer experience
• Serve as the primary operational contact for customers and agents, building trust that drives retention and long-term growth
• Deliver ongoing support for service changes, upgrades, and renewals, acting as a bridge between the client and Powernet’s technical teams
• Conduct Quarterly Service Reviews (QSRs) to provide clients with performance insights and optimization recommendations
• Perform service audits and validate billing accuracy post-activation to ensure margin protection and contract compliance
• Resolve complex billing inquiries and disputes, utilizing data analysis to ensure transparency and efficiency
• Identify opportunities for service expansion and account upgrades through proactive account reviews
• Support process improvement initiatives and assist in training team members on internal tools and workflows
• Maintain accurate documentation within PSA and CRM systems to ensure data integrity across the organization

Requirements:

• 3+ years in telecommunications, managed services, or technical account management, with a proven track record in service delivery and provisioning workflows
• A solid understanding of IT services, Unified Communications (UCaaS), and carrier service delivery environments
• Familiarity with PSA, CRM, and order management platforms (experience with ConnectWise or Halo is a plus!)
• Exceptional ability to manage multiple complex projects simultaneously while communicating effectively with vendors, customers, and internal leadership
• You are a self-starter who can work independently to resolve roadblocks and ensure project milestones are met
• A willingness to occasionally support service turn-ups or project activities outside of standard business hours when the mission requires it