Job Description

Brightspeed is looking for a Client Support Manager to join our Team! The Client Support Manager plays a pivotal role in supporting our value-added reseller accounts (VAR). In this fast-paced environment you will navigate between pre-sale and post-sales activities, ensuring exceptional support, and contributing to the growth and retention of the client account. The CSM will act as a single point of contact to clients, fostering client satisfaction and strengthening our brand through effective communications and accountability.

As A Client Support Manager, Your Responsibilities Will Include:

• Day to day management of assigned accounts not limited to generating sales requests, order tracking and research.
• Conduct regularly scheduled customer billing reviews (BR) and touchpoints improving customer satisfaction (CSAT) and net promotor score (NPS)
• Financial accountability by focused efforts to improve and control aging (AR), churn and adjustments.
• Provide customer training on systems and tools – as needed.
• Travel for customer presentation or meetings, internal team meetings, special events – as requested.
• Ad Hoc support as required.
• Partner with internal departments to drive process improvements contributing to overall client experience.
• May perform other duties as assigned.
  • “The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills required.”

Qualifications

What It Takes To Catch Our Eye:

• Education — minimum of high school diploma.
• Work Experience — minimum of 2 years of experience in a customer facing position (sales, client services, customer care etc.). Minimum of 2 years in telecommunications (ILEC/CLEC) or multi-service operator (MSO) environment, like industry or an environment with heavy focus on repetitive, task-based work.
• Certifications and licenses — not required.
• Knowledge and technical skills — MS office, CABS, salesforce.com.

Bonus Points For:

• Prior experience handling customer proprietary information. Have worked in a fast-paced environment.

Physical Demands:

• Ability to work from home office environment with minimal distraction.
• Travel may be required (Air/Auto/other) and may include overnight stays. Travel is not expected to exceed 25% in any calendar year.
• Ability to sit for long durations in office type environment, while operating standard office equipment such as laptop, dual monitors, and other handheld or electronic devices.
• Additional work outside standard working hours may be required including evenings, weekends, and holidays.

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Additional Information

WHY JOIN US?

** We aspire to contemporary ways of working.**

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

** We offer competitive compensation and comprehensive benefits.**

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice