Client Services Manager 1, Enterprise Direct Sales

Comcast is a leading technology provider to small businesses and a major service provider to the Enterprise market. The Client Services Manager is responsible for contributing to sales targets and business objectives while serving as the primary point of contact for customer account stewardship.

Responsibilities:

• Using telephony and network infrastructure knowledge, analyze and determine course of resolution of customer inquiries and outages to include routing of customer inquiries to appropriate critical business partners, (e.g. NOC, ECC, XOC, Regional Tech Ops, Sales and NETO) ensuring optimum response and resolution
• Key player in maintaining a line of sight into customers' networks with a proactive approach in providing technical solutions and driving for true root cause analysis of customer network issues
• Utilizes knowledge of clients' infrastructure and technical configurations to provide input to internal partners on scheduled maintenance events that would impact client change control guidelines
• Initiate and coordinate with technical teams regarding root cause analysis of outages and communicate impact to customer ensuring customer understanding and acceptance
• Ultimate customer advocate from onboarding and throughout customer lifecycle largely focusing on post sales activity surrounding solution implementation and post install support and network health
• Meet with customer as part of the account team to review mutual expectations of business governance activities, sales and commercial inquiries, as well as, service issues related to the health of the account and agreed upon SLAs
• Perform comprehensive monthly and quarterly customer strategic business and service reviews and develop improvement plans focused overall service experience
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
• Other duties and responsibilities as assigned

Requirements:

• 5-7 Years of relevant work experience
• Using telephony and network infrastructure knowledge, analyze and determine course of resolution of customer inquiries and outages to include routing of customer inquiries to appropriate critical business partners, ensuring optimum response and resolution
• Key player in maintaining a line of sight into customers' networks with a proactive approach in providing technical solutions and driving for true root cause analysis of customer network issues
• Utilizes knowledge of clients' infrastructure and technical configurations to provide input to internal partners on scheduled maintenance events that would impact client change control guidelines
• Initiate and coordinate with technical teams regarding root cause analysis of outages and communicate impact to customer ensuring customer understanding and acceptance
• Ultimate customer advocate from onboarding and throughout customer lifecycle largely focusing on post sales activity surrounding solution implementation and post install support and network health
• Meet with customer as part of the account team to review mutual expectations of business governance activities, sales and commercial inquiries, as well as, service issues related to the health of the account and agreed upon SLAs
• Perform comprehensive monthly and quarterly customer strategic business and service reviews and develop improvement plans focused overall service experience
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
• Communication, Customer Experience (CX), Proactive Behavior, Taking Initiative
• Bachelor's DegreeWhile possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience