Client Support Manager II

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

Brightspeed is looking for a Client Support Manager II to join our team! As a Client Support Manager II, you will serve as the bridge between our strategic wholesale (carrier) clients and Brightspeed. In this customer-facing position, your primary responsibility will be to ensure exceptional communication and accountability. You’ll play a crucial role in overall account management, aiming to transform client relationships from transactional interactions to long-lasting, sustainable partnerships. While not directly leading a team, your impact will be felt across the sales organization. 

As A Client Support Manager II, Your Responsibilities Will Include:

• Base account management for assigned account(s) not limited to contract compliance, SLA (service level agreement) support, order breakage mitigation among others through fostering internal partner relationships driving client success.
• Financial accountability through focused efforts to improve and control existing aging (AR), churn and credits as outlined by leadership.
• Conducting regularly scheduled customer billing reviews (BR) and touchpoints improving customer satisfaction (CSAT) and net promoter score (NPS).  
• Assisting in sales requests (RFO/RFQ)
• Identifying end of life/decommissioned products for potential sales opportunities
• Partner with internal departments to drive process improvements contributing to overall client experience.

Qualifications

What It Takes To Catch Our Eye:

• Education — minimum of high school diploma.
• Work Experience — minimum of 5 years’ experience in a customer facing position (sales, client services, customer care etc). Minimum of 5 years in telecommunications (ILEC/CLEC) or multi-service operator (MSO) environment or other like industry. Prior experience handling customer proprietary information in a regulated environment.
• Certifications and licenses — not required.
• Knowledge and technical skills — MSoffice, salesforce.com, CABS. Strong presentation skills, comfortable interpreting data, faced paced environment.

Bonus Points For:

• Prior experience working with collections or disputes. Worked with tariffs. Worked in a start-up 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 of 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 vol