Manager, Enterprise - Customer Success

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 driven, aggressive and energetic Manager, Enterprise Customer Success. Responsible to increase the productivity through skill development, adherence to activity standards, providing inspiration, rapid conflict resolution and building a highly empowered, constructive culture.

Leading our Enterprise Customer Success teams to ensure our largest customers are wildly successful in delivering on their critical business objectives through leveraging their current solutions. Through established trust and loyalty, the Customer Success Team seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engages sales accordingly.

As a Manager, Enterprise – Customer Success, you will have the following duties:

• Lead and manage our Retention Strategy through churn management through development of strategies and target goals related to Monthly Health Checks relative to account bases. Development and management of churn reduction and renewal metrics strategies. Development of tools to forecast, churn, customer at risk assessment, out of term customers, tracking for renewal activity and credit management.
• Manage teams to build long-term, value-based relationships with decisionmakers and influencers to understand the customer’s landscape and establish loyalty
• Manage overall customer metrics, including usage data, health indicators and renewal dates to align with customer objectives
• Meet and exceed assigned monthly, quarterly and annual retention revenue and productivity targets assigned
• Ensure consistent delivery of award-winning service, starting with initial contact, setting of realistic customer expectations, and taking responsibility for quick and effective hand-offs
• Ownership of responsibility for the monthly revenue production of the headcount assigned. In the event of turnover, understands that replacement personnel must be hired, trained and ready to perform expeditiously.
• Monitor and track team performance, strengths and weaknesses, and be able to clearly communicate evaluations and execute developmental steps. Coach, develop, and mentor to drive continuous improvement in sales skills and product knowledge.
• Work with other Brightspeed business functions to ensure effective customer hand-offs to support functions, and work to improve the effectiveness of cross-functional processes
• Accurate forecasting prediction of monthly/quarterly/annual retention actions, utilizing pipeline management
• Demonstrate understanding of how to motivate and set goals assigned with a robust recognition and reward program. Understanding of the essential role of management and leadership is to deliver business results through people.

Professional Success Competencies:

• Communicating - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods, both internal and external
• Problem Solving and Decision Making – Identifying issues, problems, and opportunities; obtains and compares information from various sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, & chooses a course of action
• Driving for Results - Setting ambitious standards of performance for self and the overall team; responsibility for work goals; initiates, focuses, and monitoring the efforts; proactively acting, and going beyond what is needed
• Client & Partner Relationships - Developing and sustaining relationships based on an understanding of client, partner and stakeholder needs and actions

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree and/or equivalent work experience
• 7+ years of directly relevant work experience, working at all levels within the client
• 8+ years of people leadership and management experience
• Experience in managing sellers of complex telecommunications and technology, wit