Client Service Manager, Wireless at Crown Castle in Canonsburg, Pennsylvania

Job Description:

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

Primary point of contact for day-to-day resolution of contract issues and dispute communications with customers, legal, finance and business team disciplines. Focus on maintaining and improving customer retention and maximizing existing revenue streams. Drive the lease renewal process and/or ensure contractual obligations of lease terminations are met through identifying options available, analysis of supporting data, and negotiating desired solutions. Support both Internal and External Customers with understanding of rights, obligations, and financial terms of existing agreements.

Responsibilities

• Individual contributor, responsible for conducting complex contract negotiation, preparation, monitoring, and termination activities.


• Review, assess, and mitigate financial and legal implications to the company and customer accounts in accordance with the terms of the contract.


• Develop, negotiate, and implement complex terms into contracts that maximize existing revenue streams.


• Analyze and evaluate customer requests for modification to existing terms and conditions, including rent adjustments, making sound recommendations to the appropriate internal business partner(s).


• Analyzing and approving customer requests for termination based on terms and conditions of existing contract, ensuring that the financial and renewal/cancellation obligations of the contracts are clearly understood and administered.


• Manage the customer retention processes proactively for assigned accounts through reporting and analysis of customer activities, contractual terms, and site information including CAD drawings and equipment configurations.


• Maintain customer contacts and relationships.


• Acts as liaison between the Customer and other functional departments.


• Independently develop and deliver customer presentations to both internal and external audiences.


• Act as a project lead in developing and managing project plans to meet immediate goals and deliver long-term solutions.


• Provide authoritative guidance to internal business teams on corporate goals and objectives relating to contract activity.


• Assist in identification, development, and implementation of new business processes to gain efficiencies of existing processes.


• Produces trend and activity reports as well as other operational and management reports. Ensures that reports are produced per scheduled timelines for review by functional management teams.


• Analyzes data and investigates and researches anomalies. Works with department and/or functional teams to correct issues when identified.

Education/Certifications

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

Experience/Minimum Requirements

• Five (5) or more years of outside sales and or customer-facing management experience


• Telecom experience preferred


• Proven project management experience


• CRM and Microsoft Office experience 
  

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

Organizational Relationship

Reports to: Sr. Manager, Wireless Client Services

Title(s) of direct reports (if applicable): N/A

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. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Sales

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