Client Serv Mgr-Wireless (Personal Services)

Company Summary

Crown Castle works around the country to build and maintain the infrastructure behind the world's most revolutionary technologies. As the largest shared infrastructure provider in the United States, Crown Castle owns, operates and leases more than 40,000 cell towers, 80,000 small cells and over 80,000 route miles of fiber across every major US market. This nationwide portfolio of communications infrastructure connects cities and communities to essential data, technology and wireless service – bringing information, ideas and innovations to the people and businesses that need them. Crown Castle is a NYSE S&P 500 and Fortune 500 company and one of the largest Real Estate Investment Trusts in the United States with an enterprise value of approximately $85 billion.

 

Position Title: Client Service Manager - 5E                         

 

Position Summary

Primary point of contact for day-to-day resolution of contract issues and dispute communications with customers, legal, finance and business team disciplines. Focus on maintaining and improving customer retention and maximizing existing revenue streams. Drive the lease renewal process and/or ensure contractual obligations of lease terminations are met through identifying options available, analysis of supporting data, and negotiating desired solutions. Support both Internal and External Customers with understanding of rights, obligations, and financial terms of existing agreements.

 

Essential Job Functions

• Individual contributor, responsible for conducting complex contract negotiation, preparation, monitoring, and termination activities.
• Review, assess, and mitigate financial and legal implications to the company and customer accounts in accordance with the terms of the contract.
• Develop, negotiate, and implement complex terms into contracts that maximize existing revenue streams.
• Analyze and evaluate customer requests for modification to existing terms and conditions, including rent adjustments, making sound recommendations to the appropriate internal business partner(s).
• Analyzing and approving customer requests for termination based on terms and conditions of existing contract, ensuring that the financial and renewal/cancellation obligations of the contracts are clearly understood and administered.
• Manage the customer retention processes proactively for assigned accounts through reporting and analysis of customer activities, contractual terms, and site information including CAD drawings and equipment configurations.
• Maintain customer contacts and relationships.
• Acts as liaison between the Customer and other functional departments.
• Independently develop and deliver customer presentations to both internal and external audiences.
• Act as a project lead in developing and managing project plans to meet immediate goals and deliver long-term solutions.
• Provide authoritative guidance to internal business teams on corporate goals and objectives relating to contract activity.
• Assist in identification, development, and implementation of new business processes to gain efficiencies of existing processes.
• Produces trend and activity reports as well as other operational and management reports. Ensures that reports are produced per scheduled timelines for review by functional management teams.
• Analyzes data and investigates and researches anomalies. Works with department and/or functional teams to correct issues when identified.

 

Education/Certifications

• Bachelor's Degree or equivalent experience in Business, Sales, or related field preferred

 

Experience/Minimum Requirements

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

Other Skills/Abilities

• 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

 

Organizational Relationship

Reports to: Manager Customer Relations

 

Title(s) of direct reports (if applicable): N/A

 

Working Conditions: Works in a normal office setting with no exposure to adverse environmental conditions. Ability to travel up to 20%

 

Additional Information: N/A

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Sales