What are the responsibilities and job description for the Client Relationship Manager (MDU/Bulk Retention) position at SPECTRUM?
JOB SUMMARY
The Client Relationship Manager will handle interactions and activities associated with the account relationship for Spectrum Community Solutions’ Bulk customers. The focus of the Client Relations Manager is to improve Customer Lifetime Value (CLV) through contract renewal of Bulk customers.
This individual will primarily interact directly with Bulk customers. The CRM will also work with all functional areas that touch our bulk customers with key areas including: Sales Operations, Customer Operations, Retention Operations, Service Operations, Sales and Billing.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Customer Retention – Drive contract renewals for targeted SCS Bulk customers by leveraging available retention programs and offers.
Customer Lifetime Value (CLV) Assurance – Preserve Spectrum revenue and margins by exercising proper discretion in selection of available retention programs and offers.
Customer Issue Resolution – Work with internal functional areas to ensure any customer issues that are impeding or jeopardizing customer satisfaction and disposition to renew are addressed with the proper urgency.
Customer Advisor – Improve customer satisfaction and mitigate issues by raising customer awareness of best practices, availability of support tools, and other Spectrum resources.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Effective written and oral communication and interpersonal skills
Ability to present to enterprise level clients
Ability to learn quickly and apply that knowledge in a cross-functional team environment
Ability to multi-task and prioritize projects based on timing and resource availability
Proven customer service, organizational, analytical and follow-through skills
Ability to maintain confidentiality
Ability to prioritize and organize effectively
Ability to use personal computer and software applications (Powerpoint, Word, Excel)
Valid driver’s license, satisfactory driving record with Company-required standards
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Prior Business Sales or Account Support experience/knowledge preferred
Preferred Education
Bachelor’s Degree preferred or equivalent combination of education and experience
Preferred Related Work Experience and Number of Years
Business-to-Business Sales and/or Client Services Management experience - 2-4
Telecomm Sales and/or Client Services experience
Prior experience in a retention and /or sales environment - 2-4
Prior experience in the telecommunication industry
WORKING CONDITIONS
Office environment
#LI-TH
SAM204 2024-43741 2024
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Salary : $19 - $34
