Client Relationship Manager

JOB SUMMARY

The Client Relationship Manager will handle interactions and activities associated with the account relationship for Spectrum Community Solutions' Bulk customers. The focus of the Client Relations Manager is to improve Customer Lifetime Value (CLV) through contract renewal of Bulk customers. This individual will primarily interact directly with Bulk customers. The CRM will also work with all functional areas that touch our bulk customers with key areas including: Sales Operations, Customer Operations, Retention Operations, Service Operations, Sales and Billing.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

• Customer Retention - Drive contract renewals for targeted SCS Bulk customers by leveraging available retention programs and offers.
• Customer Lifetime Value (CLV) Assurance - Preserve Spectrum revenue and margins by exercising proper discretion in selection of available retention programs and offers.
• Customer Issue Resolution - Work with internal functional areas to ensure any customer issues that are impeding or jeopardizing customer satisfaction and disposition to renew are addressed with the proper urgency.
• Customer Advisor - Improve customer satisfaction and mitigate issues by raising customer awareness of best practices, availability of support tools, and other Spectrum resources.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Effective written and oral communication and interpersonal skills
• Ability to present to enterprise level clients
• Ability to learn quickly and apply that knowledge in a cross-functional team environment
• Ability to multi-task and prioritize projects based on timing and resource availability
• Proven customer service, organizational, analytical and follow-through skills
• Ability to maintain confidentiality
• Ability to prioritize and organize effectively
• Ability to use personal computer and software applications (Powerpoint, Word, Excel)
• Valid driver's license, satisfactory driving record with Company-required standards

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Prior Business Sales or Account Support experience/knowledge preferred

Preferred Education

Bachelor's Degree preferred or equivalent combination of education and experience

Preferred Related Work Experience and Number of Years

Business-to-Business Sales and/or Client Services Management experience - 2-4

Telecomm Sales and/or Client Services experience

Prior experience in a retention and /or sales environment - 2-4

Prior experience in the telecommunication industry

WORKING CONDITIONS

Office environment