Client Service Manager - Network at Crown Castle in Canonsburg, Pennsylvania

Job Description:

Position Title: Client Service Manager, Network (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

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   

Reports to: Sr Manager, Network 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 Tuesdays, Wednesdays, and Thursdays.  On Mondays and 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. 

The salary range offered for this position is $72,64-$99,880 annually. A candidate’s offer is determined by various factors including but not limited to, depth of experience, role-related knowledge and skills, relevant education or training, internal alignment, and work location.  Depending on the position offered, the compensation package may also include incentive compensation opportunities in the form of a discretionary annual cash bonus or commissions, and equity incentives. 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 a minimum of 18 days of paid time off each year and 12 paid holidays throughout the calendar year. 

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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