Account Service Manager
Cablevision Systems Corp. - Jericho, NY

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Account Service Manager

Cablevision Division
Optimum Lightpath

Department Name
SPEs and Process Mgmt-Bus LI

Job Location
NY / Jericho

Requisition ID
20020BR

Position Type
Full Time

Description
The Account Service Manager is responsible for ensuring services provided to their assigned base of accounts meets contracted requirements and exceeds customer’s expectations, while maintaining a value added relationships with key customer stakeholders.

Conduct Periodic Customer Account Reviews to Monitor Existing Services and Ensure SLA’s.
Act as the primary intermediary between the customer and Lightpath for process issues.
Ensuring service commitments are met, retaining customers business and providing the conditions for customer confidence in services for future revenue growth.

Responsible for building and maintaining a customer service relationship, driving company methodology and is accountable for the overall service relationship.
Ensures a first class service experience is given for a specified group of customers.

DUTIES AND RESPONSIBILITIES
• Manage Select Premier Accounts
• Own and develop Customer Relationships, aligning with Lightpath Sales as appropriate.
• Conduct Periodic Customer Account Reviews to Monitor Existing Services and Ensure SLA’s
• Act as the primary intermediary between the customer and Lightpath for process issues.
• Aid ASE in managing Strategic Accounts
• Participate on the Strategic Account Teams
• Complete sales on existing services, e.g. Moves, Adds and Change’s
• Monthly, obtain and collate customer data for Stewardship Reports and highlight areas of concern for ASE
• Maintain Order Status Spreadsheet and conduct Order Quality Check
• Prepare Customer Service Improvement Plans to address service issues and achieve improvements in service performance
• Monitor customer feedback (e.g. surveys, escalations and complaints.)
• Manage executive level customer escalations and service recovery, ensuring successful closure
• Maintain understanding and educate customer on all Lightpath Customer impacting processes
• Work directly with Customers to obtain and maintain Customer Contact
• Complete Carrier ASR orders for adds and disconnects
• As requested by Customer, research customer invoices and investigate installation orders
• Monitor customer feedback (e.g. surveys, escalations and complaints.)
• Educate the customer in Lightpath processes and organization; remove roadblocks in Lightpath processes
Qualifications
• A minimum of 5 years experience in the telecommunications industry with experience in Sales and or Service Management
• Outstanding analytical and problem-solving skills along with the ability to collaborate cross-functionally
• Knowledge with supporting customer contractual Service Level Agreements
• High Energy Level is required to take escalations and respond to any customer related issues with the data/voice product lines
• Entrepreneurship is required to be able to think out of the box
• Excellent communication skills required
• Other skills required are excellent interpersonal skills
• Needs to be very honest and the ability to maintain customer confidentiality
• Should be able to express ideas in clear and concise manner
FUNCTIONAL COMPETENCIES
• Bachelors Degree or equivalent experience required
• Fluent in PC use of Microsoft Windows, specifically Word, Excel, Power-Point, Visio
• Ability to articulate highly technical information to a non-technical staff and customer
• Extensive knowledge of the Sales environment

Cablevision Systems Corp. - 22 months ago - save job - copy to clipboard
About this company
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Cablevision Systems Corporation is a leading telecommunications and media company with a portfolio of operations that includes a full suite...