West Division Client Services Manager (CSM)
Company: comcast
Location: Livermore
Posted on: February 25, 2021
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Job Description:
Job DescriptionJob Summary Responsible for contributing to the
delivery of the sectors sales targets and business objective as a
primary face to the customer for account stewardship. Has in-depth
experience, knowledge and skills in own discipline. Works
independently with minimal-to-no supervision while also
demonstrating the ability to lead projects and initiatives
autonomously. Job Description Core Responsibilities * Using
telephony and network infrastructure knowledge, analyze and
determine course of resolution of customer inquiries and outages to
include routing of customer inquiries to appropriate critical
business partners, (e.g. NOC, ECC, XOC, Regional Tech Ops, Sales
and NETO) ensuring optimum response and resolution. * Key player in
maintaining a line of sight into customers' networks with a
proactive approach in providing technical solutions and driving for
true root cause analysis of customer network issues. * Utilizes
knowledge of clients' infrastructure and technical configurations
to provide input to internal partners on scheduled maintenance
events that would impact client change control guidelines. *
Initiate and coordinate with technical teams regarding root cause
analysis of outages and communicate impact to customer ensuring
customer understanding and acceptance. * Ultimate customer advocate
from onboarding and throughout customer lifecycle largely focusing
on post sales activity surrounding solution implementation and post
install support and network health. * Meet with customer as part of
the account team to review mutual expectations of business
governance activities, sales and commercial inquiries, as well as,
service issues related to the health of the account and agreed upon
SLAs. * Perform comprehensive monthly and quarterly customer
strategic business and service reviews and develop improvement
plans focused overall service experience. * Regular, consistent and
punctual attendance. Must be able to work nights and weekends,
variable schedule(s) and overtime as necessary. * Other duties and
responsibilities as assigned. Employees at all levels are expected
to: * Understand our Operating Principles; make them the guidelines
for how you do your job. * Own the customer experience - think and
act in ways that put our customers first, give them seamless
digital options at every touchpoint, and make them promoters of our
products and services. * Know your stuff - be enthusiastic
learners, users and advocates of our game-changing technology,
products and services, especially our digital tools and
experiences. * Win as a team - make big things happen by working
together and being open to new ideas. * Be an active part of the
Net Promoter System - a way of working that brings more employee
and customer feedback into the company - by joining huddles, making
call backs and helping us elevate opportunities to do better for
our customers. * Drive results and growth. * Respect and promote
inclusion & diversity. * Do what's right for each other, our
customers, investors and our communities. Preferred Qualifications
* Strong understanding of Comcast Business and multiple business
channels within the company. * Ability to build and leverage
relationships within the business to provide a best in class
customer experience. * Ability to support customers on an on call
basis evenings and weekends. Disclaimer: * This information has
been designed to indicate the general nature and level of work
performed by employees in this role. It is not designed to contain
or be interpreted as a comprehensive inventory of all duties,
responsibilities and qualifications. Comcast is an
EOE/Veterans/Disabled/LGBT employer. Education Bachelor's Degree
Relevant Work Experience 5-7 Years Base pay is one part of the
Total Rewards that Comcast provides to compensate and recognize
employees for their work. Most sales positions are eligible for a
Commission under the terms of an applicable plan, while most
non-sales positions are eligible for a Bonus. Additionally, Comcast
provides best-in-class Benefits. We believe that benefits should
connect you to the support you need when it matters most, and
should help you care for those who matter most. That's why we
provide an array of options, expert guidance and always-on tools,
that are personalized to meet the needs of your reality - to help
support you physically, financially and emotionally through the big
milestones and in your everyday life. Please visit the compensation
and benefits summary on our careers site for more details.
Keywords: comcast, Livermore , West Division Client Services Manager (CSM), Executive , Livermore, California
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