Es Enterprise Ops - Madison, United States - Windstream

Windstream

Verified Company

Madison, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Windstream Holdings, Inc., is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.

As Kinetic, Windstream offers bundled services, including premium broadband, security solutions, voice, and digital TV to consumers through an enhanced fiber network.
Windstream Enterprise is a leading managed services provider providing strategic communications and security products to midsize businesses and enterprise clients.
Windstream Wholesale provides highcapacity, highperformance networking solutions and services to other telecom carriers, data centers, content providers and enterprises.

The Windstream team provides innovative software and network solutions to connect people and empower business in a world of infinite possibilities
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About the Role:

Windstream's Enterprise Strategic Accounts program is responsible for implementing a holistic customer success and retention strategy for our largest enterprise customers.

The Program Manager will engage with customers, account team members and ecosystem partners in support of a portfolio of regionally aligned top accounts.

The Program Manager will be responsible for reviewing health, our governance and engagement framework for each customer and mentor to practices that meet our standard of excellence using an associated framework.

Mentoring of account teams and support of customers may be executive-facing, and will include discussing and assessing current account-specific practices in place, including frequency and substance of customer touchpoints, cadences with various levels and functional leaders within our customers' organizations, assessing our alignment with our top customers' expectations and needs, and identify and support execution and inspection ongoing of opportunities for improvement and follow-through, surgically and programmatically.

This position will be responsible for tracking via KPIs the program's governance/communications cadences over time for each customer, confirming standard practices remain active at the hands of the account team, executives where aligned, and ensure health checks, improvement plans, business reviews and roadmap and capabilities mapping discussions are occurring to keep Windstream relevant to our customers evolving needs as a part of the customer journey.

It is the Program Manager's responsibility to identify if the framework of excellence and associated habits have lapsed or require attention and coaching, and working with the account team and customers towards reinstatement.

The Strategic Accounts Program is responsible for partnering with account teams and leaders on establishing and maintaining customer satisfaction at all levels of the customer's organization.

The primary objective of the role and of the program, whether our top customers are in term or in window, is to remove barriers to future renewal pursuits when it is time for our customers to consider their options and choose us because of our alignment throughout the customer journey.

What You'll Do:

Be responsible for performing an internal health checks, and for assessing governance and gaps against our Strategic Accounts program framework that defines best practices and cadences our business is committed to performing for a regionallyaligned portfolio of top customers.
Lead the development and oversight of risk mitigation plans to resolve issues impacting or potentially impacting customer experience, with prioritization built around customers with an impending renewal event, for a regionallyaligned portfolio of top customers. Provide constant flow of chat and system responses for course correction supporting a customer need.
Responsible for leading and coordinating a number of interdependent projects to achieve strategic objectives within the program framework, orchestrating the internal ecosystem leaders and CSMs/CSM Directors to achieve customerconfirmed resolution.
Identify customer experience impact trends, including impacted revenue and relationships.
Partner with the back office to determine root cause of issues, represent the business' requirements, track and drive fix activities with the executing ecosystem team members to resolution.
Develop content for the Customer Success Manager community pertaining to our Strategic Account framework of excellence that quickly provides the required process / steps to execute consistently for our customers, including but not limited to business review templates and internal / customerfacing executive dashboards to share status against initiatives.
Organize Elite Reviews or similar reviews for our top customers.
Measure and monitor key performance indicators (KPIs) and return on investment (ROI) of the program initiatives.
Manage internal resources across the Strategic Accounts program.
You will report to a Senior