Client Service Manager - Network

Position Title: Client Service Manager (P3)

Company Summary

Crown Castle is the nation’s largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future.   Crown Castle is publicly traded on the New York Stock Exchange (CCI), is part of the S&P 500 and is one of the largest Real Estate Investment Trusts in the US.       

We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology. 

Role Description  

• Responsible for proactively maintaining the customer relationship and revenue by managing the customer’s business needs, as well as focusing on retaining and growing the overall customer relationship in order to meet company goals and objectives. Work closely with the Account Team and Sales Management to seamlessly service the customers.

• The CSM organization’s charter is client satisfaction, preservation of revenue and sales enablement 

 Responsibilities 

• Develop and maintain customer and account team relationships
• Responsible for revenue protection and churn on all assigned accounts
• Actively work with the sales team and customer to determine needs for near term additional services and the account’s long term network planning activities
• Attend Quarterly Business Reviews as well as participate in pre and post sales customer meetings messaging the Crown Castle Support Structure.
• Act as the primary post installation contact as well as the liaison between customer and Crown Castle Fiber internal partners to ensure strong service and response to customer needs
• Manage account billing, inventory, trouble tickets, SLA and credit inquiries with internal groups and work with customer on any service related issues
• Provide and review service inventories, scorecards, customized reports and performance metrics via business review meetings with customer
• Onboard customers to the Crown Castle Fiber Business Portal
• Process and actively follow orders through internal processing to ensure timely and accurate completion in order to meet customer expectations
• Review, evaluate, prepare, and deliver RFP/RFQ responses for existing monthly recurring revenue
• Drive renewal negotiations

 Expectations  

• Strong commitment to deliver exceptional customer service
• Proven ability to work well with external and internal customers
• Ability to prioritize multiple assignments and meet all deadlines
• Ability to foster teamwork and partner across functions to deliver seamless service to customer
• Excellent presentation skills
• Strong organizational, administrative, and time management skills
• Strong analytical/quantitative skills
• Excellent negotiation skills with proven ability to close business

 Education/Certifications 

• Bachelor’s Degree or equivalent experience in Business, Sales, or related field preferred 

Experience/Minimum Requirements  

• 5 years of outside sales and or customer facing management experience
• Telecom experience preferred
• Proven project management experience
• CRM and Microsoft Office experience 

Organizational Relationship  

Reportsto: Manager, Network Client Services 

Title(s) of direct reports (if applicable): 

Working Conditions: This role falls into our hybrid work model working in the office on Monday through Thursday.  On Fridays, teammates on the hybrid schedule will have the option to work from the office or home.  There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.  

Compensation Information: For New York, Colorado, California and Washington residents the hiring range offered for this position is $72,640 - $108,960 annually. In addition to salary, employees are eligible for a sales commission plan. Employees (and their families) are eligible for medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan. Employees will also receive 18 days of paid time off each year and 12 paid holidays throughout the calendar year.

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