Brightspeed

Customer Care Manager

Brightspeed

full-time

Posted on:

Location Type: Remote

Location: North Carolina • United States

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Job Level

SeniorLead

About the role

  • The Customer Care Manager is the single point of contact for strategic revenue customer accounts with complex product needs.
  • In this position, you will proactively manage customers’ service needs ensuring the highest level of satisfaction, exceeding deliverables and timelines within the Customer Journey.
  • Manage interactions from the order origination through revenue assurance.
  • Promote revenue growth, retention, and overall client satisfaction.
  • Provide support, coordination, and guidance on client and service delivery processes.
  • Serve as the escalation point for customer inquiries and issues.
  • Includes: order origination and validation, project management, service scheduling, technical customer account management, MACD handling, billing and revenue assurance.
  • Communicates order status and governance via client facing communication.
  • Meet learning, development and personal growth objectives to provide a superior customer experience.
  • Deliver data and feedback to other internal organizations on chronic performance issues and recommendations.
  • Provide Client Business Reviews on a recurring basis, no less than bi-annually.
  • Support Service Assurance and Repair in Network Service Review (NSR) presentation to client.
  • Initiate mitigation strategies to optimize customer solution delivery.
  • Collaborate with Sales and Operations ecosystem to execute a connected Customer Journey (LBGUPS – Learn, Buy, Get, Use, Pay, Support).

Requirements

  • Bachelor’s Degree and/or minimum of 10 years in the telecommunications industry
  • Must have 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
  • Must be able to work in a fast-paced environment, and work collaboratively with marketing, sales, and channel management colleagues to support revenue growth
  • Must have strong personal leadership skills and is a professional, responsive, and a good team player
  • Ability to work under pressure to tight deadlines
  • Strong customer focus and excellent attention to detail.
Benefits
  • Competitive medical, dental, vision, and life insurance
  • Employee assistance program
  • 401K plan with company match
  • Paid time off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementcustomer account managementMACD handlingbillingrevenue assuranceTDM servicesIP based voice servicesdata services
Soft Skills
customer focusattention to detailpersonal leadershipcommunicationcollaborationproblem-solvingtime management
Certifications
Bachelor's Degree