JOB SUMMARYThe 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 RESPONSIBILITIESActively 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 QUALIFICATIONSRequired Skills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishEffective written and oral communication and interpersonal skillsAbility to present to enterprise level clientsAbility to learn quickly and apply that knowledge in a cross-functional team environmentAbility to multi-task and prioritize projects based on timing and resource availabilityProven customer service, organizational, analytical and follow-through skillsAbility to maintain confidentialityAbility to prioritize and organize effectivelyAbility to use personal computer and software applications (Powerpoint, Word, Excel)Valid driver’s license, satisfactory driving record with Company-required standardsPREFERRED QUALIFICATIONSPreferred Skills/Abilities and KnowledgePrior Business Sales or Account Support experience/knowledge preferredPreferred EducationBachelor’s Degree preferred or equivalent combination of education and experiencePreferred Related Work Experience and Number of YearsBusiness-to-Business Sales and/or Client Services Management experience - 2-4Telecomm Sales and/or Client Services experiencePrior experience in a retention and /or sales environment - 2-4Prior experience in the telecommunication industryWORKING CONDITIONSOffice environment#LI-THSAM204 2024-43741 2024Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits (https://jobs.spectrum.com/compensation-and-benefits) package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 100,000 individuals working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more. (https://www.youtube.com/watch?v=mYw1ejL2jZ8)Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture. (https://jobs.spectrum.com/inclusiveworkplace/)
