Customer Retention Specialist

Company Summary

Crown Castle works around the country to build and maintain the infrastructure behind the world’s most revolutionary technologies. As the largest shared infrastructure provider in the United States, Crown Castle owns, operates and leases more than 40,000 cell towers, 80,000 small cells and over 80,000 route miles of fiber across every major US market. This nationwide portfolio of communications infrastructure connects cities and communities to essential data, technology and wireless service – bringing information, ideas and innovations to the people and businesses that need them. Crown Castle is a NYSE S&P 500 and Fortune 500 company and one of the largest Real Estate Investment Trusts in the United States with an enterprise value of approximately $100 billion.

Position Title: Customer Retention Specialist - 5N

Position Summary

Responsible for the independent day-to-day management of customer account analysis and relationships in an effort to minimize contractual variances as it relates to financial obligations of agreements/contracts. Responsible for resolution of contract issues and disputes while delivering superior customer service to strengthen relationships.

Essential Job Functions

• Negotiate directly with customers to accomplish company cash flow and revenue assurance goals in order to achieve specified quarter- and year-end company goals.
• Compile and analyze revenue streams and contract terms in conjunction with accounts receivable balances in order to prioritize issues and identify trends.
• Analyze multiple data points to categorize issue drivers, complete trend analysis, identify changes in revenue, and mitigate financial risk to the company.
• Utilize experience and judgment to develop action plans to resolve contractual variances within definitive time periods to ensure revenue and account balances are recorded accurately.
• Develop reporting, correspondences, etc. to facilitate resolutions with internal departments and customers.
• Independently manage a portfolio with the average responsibility of 5000 agreements with associated $5M in monthly revenue and cash flow.
• Minimize future variances through mastering contract knowledge, internal and external operating systems and processes.
• Work in partnership with team members and management to develop and deliver Customer presentations to both internal and external audiences.
• Collaborate with management to develop and manage project plans to meet immediate goals and deliver long-term solutions.
• Build and sustain customer relationships through customer service and contract knowledge to facilitate specific contract administration solutions.
• Deliver unparalleled customer service through communication with customers, internal departments, and senior management.
• Research, analyze, and facilitate/process billing where appropriate to ensure contract compliance.

Education/Certifications

• High school diploma or equivalent
• Bachelor’s Degree in Business, Accounting or related field or equivalent experience preferred

Experience/Minimum Requirements

• Minimum of three (3) years of experience in accounting, customer service, financial analysis, and/or contract administration

Other Skills/Abilities

• Demonstrated mastery in MS Excel (multiple spreadsheets, pivot tables, Vlookups)
• Strong analysis and reporting
• Ability to interpret contracts
• Excellent customer service skills
• Project management abilities
• Strong communication skills – including presentation, leadership and negotiation skills
• Independent judgment and creativity applied to negotiating resolving contract issues
• Ability to influence professionals with different objectives and/or focus

Organizational Relationship

Reports to: Customer Retention Manager or Manager, Post-Sales

Title(s) of direct reports (if applicable): N/A

Working Conditions: Works in a normal office setting with no exposure to adverse environmental conditions. Ability to travel up to 20%

Additional Information: N/A