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    Client Service Manager - New York, United States - Lightpath

    Lightpath
    Lightpath New York, United States

    1 week ago

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    Description

    **Client Service Manager**

    **Job ID:**

    **Location:** 1111 Stewart Ave, Bethpage, NY

    **Overview**

    Lightpath is one of the largest competitive local exchange carriers in the tri-state area. We own and operate our infrastructure "from the ground up" by deploying 7,100 route miles connecting 15,000 on-net/LIT buildings, With a strong portfolio of cutting edge solutions for Internet, WAN, Voice, SD-WAN, Security & Cloud services, we enable Enterprise customers of all sizes the ability to react to new challenges while developing best practices for the future. With Lightpath's continued focus on network excellence and a customer first service commitment, we are building a workforce of the best talent that will meet the needs of our customers and reflect the diverse communities we serve.

    **Responsibilities**

    **Position** **Summary:**

    Responsible for proactively maintaining the customer relationship and revenue by managing the customer's business needs, as well as focusing on retaining and growing the overall customer relationship. Work closely with the Account Team and Sales Management to service the assigned customer base.

    The CSM organization's charter is to optimize and to preserve Monthly Recurring Revenue.

    **Essential Job Functions**

    Responsible for revenue protection and churn on all assigned accounts

    Implement a strategy around your top revenue tiered accounts in your module

    Drive renewal negotiations

    Respond, vet and negotiate customer credit requests

    Develop and maintain customer and account team relationships

    Actively work with the sales team and customer to determine needs for near term additional services

    Attend on-site Quarterly Business Reviews as well as participate in pre and post sales customer meetings messaging the Lightpath Support Structure.

    Act as the primary post installation contact as well as the liaison between customer and Lightpath internal partners to ensure strong service and response to customer needs

    Manage account billing, inventory, trouble tickets, SLA and credit inquiries with internal groups and work with customer on any service related issues

    Provide and review service inventories, customized reports and performance metrics via business review meetings with customer

    Review, evaluate, prepare, and deliver RFP/RFQ responses for existing monthly recurring revenue

    **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

    Excellent negotiation skills with proven ability to close business

    **Experience/Minimum Requirements**

    5 years of outside sales and or customer facing management experience

    Telecom experience preferred

    Proven project management experience

    Salesforce and Microsoft Office experience

    **Qualifications**

    Lightpath is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

    Lightpath collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

    Requirements of this position include demonstration of either full vaccination status against COVID-19 or company-provided weekly COVID-19 testing.

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