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Manager Account Services - Greenville, NC

Company: Altice USA
Location: Greenville
Posted on: June 9, 2019

Job Description:

Altice USA (NYSE: ATUS) is one of the largest broadband communications and video services providers in the United States, delivering broadband, pay television, telephony services, proprietary content and advertising services to approximately 4.9 million Residential and Business customers across 21 states through its Optimum and Suddenlink brands.From high-speed broadband and ultra-HD video, to digital advertising solutions, local news and voice offerings, we are making connections possible around the country -- to businesses, to consumers, to communities, to schools, to hospitals, and everyone in between.The Account Service Manager (ASM) is responsible for ensuring services provided to the customer account base meets contracted requirements and exceeds customer's expectations, while maintaining a value added relationships with key customer stakeholders. The ASM will be an internal advocate on behalf of the customer handling all customer inquiries, issues and if necessary new orders which may modify the customers network. The ASM will be responsible for building and maintaining a customer service relationship, driving company methodology and is accountable for the overall service relationship. The Account Service Manager role is meant to ensure a first class service experience is given for a specified group of customers.The ASM position will be responsible but not limited to conducting 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.Manage select Customer AccountsOwn and develop Customer Relationships, aligning with Lightpath Sales as appropriateConduct Periodic Customer Account Reviews to monitor existing services and ensure SLA'sAct as the primary intermediary between the customer and Lightpath for process issuesAid ASE in managing Strategic AccountsParticipate on the Strategic Account TeamsCreate and Complete sales on existing services, e. Moves, Adds and Change'sPrepare and review customer CSR, LOA or any other administrative documents needed on behalf of the customersMonthly, obtain and collate customer data for Stewardship Reports and highlight areas of concerns for the account team.Maintain Order Status Spreadsheet and conduct Order Quality CheckPrepare Customer Service Improvement Plans to address service issues and achieve improvements in service performanceMonitor customer feedback (e. surveys, escalations and complaints.)Manage executive level customer escalations and service recovery, ensuring successful closureMaintain understanding and educate customer on all Lightpath Customer impacting processesWork directly with Customers to obtain and maintain Customer ContactComplete Carrier ASR orders for adds and disconnectsAs requested by Customer, research customer invoices and investigate installation ordersMonitor customer feedback (e.g. surveys, escalations and complaints.)Educate the customer in Lightpath processes and organization; remove roadblocks in Lightpath processesA minimum of 5 years' experience in the telecommunications industry with experience in Sales and or Service ManagementOutstanding analytical and problem-solving skills along with the ability to collaborate cross-functionallyKnowledge with supporting customer contractual Service Level AgreementsHigh Energy Level is required to take escalations and respond to any customer related issues with the data/voice product linesEntrepreneurship is required to be able to think out of the boxExcellent communication skills requiredOther skills required are excellent interpersonal skillsNeeds to be very honest and the ability to maintain customer confidentialityShould be able to express ideas in clear and concise mannerWe are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace.

Keywords: Altice USA, Greenville , Manager Account Services - Greenville, NC, Executive , Greenville, North Carolina

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