Manager, Strategic Customer Experience

Brightspeed - Charlotte, NC

Full-time - Senior

Charlotte, NC

About the position

The Manager, Strategic Customer Experience at Brightspeed is a leadership role focused on enhancing service delivery and customer satisfaction for the company's top Enterprise, Wholesale, and SLED customer base. This position involves managing a team responsible for monitoring and supporting customer interactions from order through billing, ensuring a seamless experience while promoting revenue growth and retention. The role requires collaboration across various departments and serves as a key escalation point for customer issues, aiming to improve service performance and customer relationships.

Responsibilities

• Manage interactions from the customer order through billing to ensure highest levels of customer satisfaction
• Promote revenue growth, retention, and overall customer satisfaction
• Participate in Quarterly Board Reviews
• Serve as the conduit and escalation point for exception problem management of customer issues
• Communicate order status to customers via conference calls, emails, and phone calls
• Address customer requests, complaints and issues regarding their service order and delivery in a timely manner
• Meet learning, development and personal growth objectives to provide a superior customer experience
• Analyze customer/network outage trends to identify actionable steps to improve service performance
• Provide support, coordination, and guidance on service assurance processes and promote process improvement
• Provide data and feedback to other internal organizations on chronic facility shortages and performance issues
• Act as a supplemental escalation point of contact for service and maintenance escalations

Requirements

• Bachelor's Degree or equivalent work experience
• 15+ years in the telecommunications industry
• Leadership experience in a similar role at a prior telecommunications company
• Executive-level presence and able to present to C level
• Extensive knowledge of TDM and IP based voice and data services
• VOIP/UCaaS Softwitch Experience - MetaSwitch, Sonus, and Broadsoft experience preferred
• SDWAN and Managed Services experience
• Ability to work in a fast-paced environment
• Strong leadership skills
• Ability to work under pressure to tight deadlines
• Strong customer focus and excellent attention to detail

Nice-to-haves

• Experience with telecommunications service delivery
• Knowledge of customer experience best practices
• Familiarity with service level agreement (SLA) management

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance