Are you a skilled communicator passionate about delivering exceptional client experiences? We are seeking a Client Support Manager II to foster strong relationships with our strategic wholesale clients. In this customer-facing role, your primary responsibility will be ensuring seamless communication and accountability.
As a Client Support Manager II, you will bridge the gap between our clients and our organization. You'll play a crucial role in account management, transforming transactional interactions into long-lasting partnerships. While not directly leading a team, your impact will be significant across the sales organization.
Key Responsibilities

• Manage assigned client accounts, ensuring contract compliance, SLA adherence, order issue mitigation, and fostering internal collaborations to drive client success.
• Maintain financial accountability by focusing on improving aging accounts receivable, reducing churn, and controlling credits as outlined by leadership.
• Conduct regular customer billing reviews and touchpoints to enhance customer satisfaction and net promoter scores.
• Assist with sales requests (RFPs/RFQs) and identify end-of-life/decommissioned products for potential sales opportunities.
• Partner with internal departments to drive process improvements, contributing to an overall exceptional client experience.
• Act as a liaison, offering a single point of contact for general inquiries and escalations.
• Oversee general order and project management.
• Provide ad hoc support as required.
• Travel for customer meetings, internal team meetings, and special events as requested.

Qualifications

• High school diploma or equivalent.
• Minimum of 5 years of experience in a customer-facing role (sales, client services, customer care, etc.).
• Minimum of 5 years in the telecommunications (ILEC/CLEC), multi-service operator (MSO), or similar industry. Prior experience handling customer proprietary information in a regulated environment.
• Proficiency in MS Office, Salesforce.com, CABS. Strong presentation skills, comfortable interpreting data, and able to thrive in a fast-paced environment.
• Bonus points for prior experience in collections, disputes, tariffs, or start-up environments.

Physical Requirements

• Ability to work from a home office environment with minimal distractions.
• Willingness to travel (air/auto/other), including overnight stays, not exceeding 25% in any calendar year.
• Ability to sit for extended periods in an office environment, operating standard office equipment such as laptops, dual monitors, and handheld or electronic devices.
• Flexibility to work outside standard working hours, including evenings, weekends, and holidays as needed.

We offer competitive compensation, comprehensive benefits, and a commitment to diversity, equity, and inclusion. Join our team and be part of a modern, vibrant workplace that values authenticity and promotes overall wellness.
Employment Type: Full-Time