Client service manager

Job Summary

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.

Work closely with the Account Team and Sales Management to service the assigned customer base. The Small Business CSM organization’s charter is to optimize and to preserve Monthly Recurring Revenue.

Responsibilities

• Responsible for revenue protection and churn on all assigned accounts.
• Drive renewal negotiations.
• Respond, vet and negotiate customer credit requests.
• Develop and maintain customer and account team relationships.
• Actively work with the sales team and customer to determine needs for near term additional services.
• Act as the primary post installation contact as well as the liaison between customer and Lightpath 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, customized reports and performance metrics via business review meetings with customer.

Qualifications

• Ability to acknowledge, vet, and respond to customer requests within 24 hours.
• 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.

Experience / Minimum Requirements

• 5 years of outside sales and or customer facing management experience.
• Telecom experience preferred.
• Proven project management experience.
• Salesforce and Microsoft Office experience.

Lightpath is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Lightpath collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and / or protected classifications under federal and state law.

This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

This position is identified as being performed in / or reporting to company operations in New York State. The pay range at the time of posting in the specified locations is $72,000- $75,000 / year.

Pay ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience.

Last updated : 2024-09-20

Salary : $72,000 - $75,000