Brightspeed

Customer Care Manager

Brightspeed

full-time

Posted on:

Origin:  • 🇺🇸 United States • North Carolina

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Job Level

SeniorLead

Tech Stack

Apollo

About the role

  • Serve as the single point of contact for strategic revenue customer accounts with complex product needs
  • Proactively manage customers’ service needs ensuring high satisfaction, exceeding deliverables and timelines within the Customer Journey
  • Manage interactions from order origination through revenue assurance (order origination and validation, project management, service scheduling, technical customer account management, MACD handling, billing and revenue assurance)
  • Promote revenue growth, retention, and overall client satisfaction
  • Provide support, coordination, and guidance on client and service delivery processes and serve as the escalation point for customer inquiries and issues
  • Communicate order status and governance via client facing communication and provide Client Business Reviews at least bi-annually
  • Deliver data and feedback to internal organizations on chronic performance issues and recommendations
  • Support Service Assurance and Repair in Network Service Review (NSR) presentations to clients
  • Initiate mitigation strategies to optimize customer solution delivery and collaborate with Sales and Operations to execute a connected Customer Journey (LBGUPS)

Requirements

  • Bachelor’s Degree and/or minimum of 10 years in the telecommunications industry
  • Customer facing experience in a similar role at a prior telecommunications company supporting large revenue Enterprise and Wholesale customer base
  • Executive level presence and able to communicate with client stakeholders
  • Extensive knowledge of TDM and IP based voice and data services
  • Ability to work in a fast-paced environment and collaborate with marketing, sales, and channel management colleagues
  • Strong personal leadership skills; professional, responsive, and good team player
  • Ability to work under pressure to tight deadlines
  • Strong customer focus and excellent attention to detail