Manager, Carrier Customer Sucess

Job Description:

At Sparklight/Cableone and our Cable One family of brands, we keep our customers and associates connected to what matters most.

For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

We are open to hiring remote if we find the right talent in any of the following states: AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT.

What you will do to contribute to the company's success


* Manage a team of Customer Success Specialists who support our Carrier account base.


* Develop and implement strategies to increase adoption, satisfaction, and retention of our carrier partners.


* Analyze data and metrics to identify opportunities and risks for our carrier partners and proactively address them.


* Establish and maintain strong relationships with key stakeholders and decision-makers at our carrier partners.


* Collaborate with cross-functional teams such as sales, product, engineering, and marketing to provide feedback and insights from our carrier partners and advocate for their needs.


* Create and deliver reports and presentations to senior management and external customers on the performance and impact of our customer success initiatives.

Qualifications


* Bachelor's degree in business, communications, or a related field.


* At least 5 years of experience in customer success, account management, sales management, or a similar role in the telecommunications or related industries.


* At least 2 years of experience in managing and developing customer success teams.


* Strong knowledge of the telecommunications industry and the challenges and opportunities faced by Communication Service Providers.


* Excellent communication, interpersonal, and presentation skills, with the ability to build trust and rapport with diverse audiences.


* Exceptional problem-solving, analytical, and decision-making skills, with the ability to use data and metrics to drive actions and outcomes.


* Highly motivated, self-driven, and adaptable, with the ability to work independently and as part of a team.


* Proficient in using CRM, NPS, MS Office, and other customer success tools and platforms.

Core Competencies


* Committed: Values each customer, while working hard to keep their business and support our communities.


* Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.


* Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.


* Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

Cable One and our family of brands ...