Client Performance Lead (RapidScale)

Cox Communications • Raleigh, NC

431d • $88,300 - $147,100 • Remote

About The Position

The Client Performance Manager IV at Cox Communications is a managerial role focused on leading a team of Senior Service Delivery Managers (Sr. SDMs) to ensure customer success throughout their lifecycle. This position involves strategic oversight, operational integration, and acting as a trusted advisor to enhance client satisfaction and identify growth opportunities. The role requires collaboration with various teams to improve processes and resolve escalations, ultimately aiming for long-term customer retention and growth.

Requirements

• Bachelor's degree in a related discipline with 6+ years' experience, or equivalent experience (Master's degree and 4+ years, or 10+ years of direct experience).
• Proven track record managing teams of SDMs, CSMs, or related roles.
• Experience with AWS, Azure, or GCP platforms.
• Experience in managed services operations and support teams.
• Ability to think strategically about business, product, and technical challenges.
• Knowledge of compliance and security standards within enterprise IT environments.
• Strong customer relationship management, collaboration, and communication skills.
• Exceptional written and verbal communication skills, including leadership of group meetings and executive-level presentations.
• Proven ability to work creatively and analytically to meet customer needs.
• Ability to travel as required (5%).

Nice To Haves

• Ability to understand the relationships between business services, information systems, and infrastructure assets.
• AWS or Azure Associate certification is strongly preferred.
• Familiarity with IT management frameworks (e.g., ITIL).

Responsibilities

• Collaborate with senior leadership to develop processes and strategies for customer relationship management and implementation.
• Manage and mentor a team of Sr. SDMs to monitor client health, forecast renewals or potential churn, and optimize engagement processes.
• Oversee and prioritize the backlog of customer projects and service improvements, ensuring effective execution of customer onboarding and business expansion.
• Act as a customer advocate by liaising with support and engineering teams, providing feedback to inform product and service roadmaps.
• Collaborate with the Sales team to support commercial relationships by providing insights on customer needs and identifying expansion opportunities.
• Conduct detailed reviews of service performance, including post-incident reports and metrics related to disruptions.

Benefits

• Flexible vacation policy allowing employees to take as much vacation with pay as they deem consistent with their duties.
• Seven paid holidays throughout the calendar year.
• Up to 160 hours of paid wellness annually for personal or family wellness.
• Additional paid time off for bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
• Health care insurance (medical, dental, vision).
• Retirement planning (401(k)).
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Broadcasting and Content Providers
• Education Level: Bachelor's degree