Client Service Manager - Network

Position Title: Client Service Manager, Network (P3)

Company Summary

For more than three decades, Crown Castle has led the way in shared communications infrastructure, delivering profitable solutions by connecting communities, businesses, and people, and enabling each to thrive with reliable access to voice and data in more places, faster than ever before. When you join Crown Castle, you become part of a dynamic team of passionate and collaborative professionals engaging in complex challenges and contributing to projects that shape the future of life and work.

Although you will be hired as a Crown Castle employee, your employment and the responsibilities associated with this job likely will transition to an acquiring company in the future. For more information, please visit: https://www.crowncastle.com/strategic-review-results

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. 

YOUR COMPANY BENEFITS
At Crown Castle, we do our best to ensure you have access to the resources you need to live a healthy and happy life no matter where you are in life. Our benefits are built around your individual needs, covering physical, mental, and financial health and designed to enhance your quality of life.

We are proud to offer a full suite of health and wealth benefits for you and your loved ones. Below are a few of the key highlights of the many benefits we provide.

• Comprehensive healthcare plans with highly company subsidized premiums and up to $2,000 annual company contribution to your Health Savings Account (HSA base plan for employee and dependents).
• Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions).
• New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.
• Tuition reimbursement up to $5,250 per year of eligible tuition and fees.
• Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns.
• Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate.
• Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service).
• 10 company holidays plus 2 floating holiday.
• All offices provide free beverages and snacks.

Compensation
The salary range offered for this position is $74900 - $103000 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.

Additional Information
If you are interested in joining our team, please visit the Crown Castle careers site to apply. We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled.

Salary : $74,900 - $103,000