Job Summary
Job Summary: The Client Services Executive is the executive manager in charge of post-sales customer relations. He/She is the single point-of-contact for all activity during the contract life of the customer with a primary responsibility of both the retention and growth of revenue.. The Client Services Executive effectively owns the contract and is ultimately responsible for the implementation, lifecycle management, customer satisfaction, and profitability of the customer contract. The Client Services Executive is the advocate for the customer within Comcast and MachineQ. The Client Services Executive will be required to interface with all aspects of the company that service the contract and the customer (i.e. Sales, Product, Service Delivery, Service Assurance, Network Engineering, Solution Engineering, Finance, Billing, Legal, IT/IS etc.)Job Description
Core Responsibilities
- Lead critical interactions with varying levels of roles and titles within the customer organizations and bridging those interactions with Comcast MachineQ's internal stakeholders and business units
- Drive Operational excellence through all aspects of Comcast/MachineQ by evaluating and evolving the customer engagement model, championing additional systems integration and driving change as needed through all functional operations teams.
- Serve as the single point of-contact to the customer for all aspects of client services.
- Lead and manage the implementation of Enterprise Service contracts for multiple large Enterprise customers.
- Lead new contract kickoff and customer onboarding process with internal stake holders and systems (i.e. Finance, Legal, Operations, and Engineering)
- Assure proper customer contract business terms and conditions are entered correctly into the customer data base. This data base drives internal billing, inventory, and customer service systems
- Manage customer escalations for Product, Engineering, Operations, and Finance (billing) customer issues
- Review all bills and manage any reconciliation that needs to happen on a monthly basis
- Assure proper collections of monthly payments from customers utilizing all company resources as required.
- Initiate process improvement of internal work flow to better serve our customers and our internal OSS/BSS customer support systems
- Work with the Sales Account Manager to drive additional products and services into the account.
- Manage weekly status calls with customer and all follow on action items.
- Manage Monthly/Quarterly business operations reviews with customers including the presentation with customer KPI's and SLAs.
- Contributes to the product vision across team, and the organization.
- Validates all network service deliverables (network acceptance testing etc).
- Other duties and responsibilities as assigned.
Job Specification:
- Bachelors Degree in Business, Engineering or Equivalent.
- Requires a minimum of 5-7 years of related sales, account management, and client services experience
Additional Requirements:
- 10+years of experience in a IoT, IT, Cloud Services, Wireless or other Technology environment focused on Large Enterprise Customer Program and Project Management and leading interactions with all levels of customers and titles
- Experience working Cross functionally with other teams in a highly matrixed organizations
- Excellent written and oral communication skills, including presentations to senior management
- Engineering Process and Design documentation experience
- Experience in implementation of large scale enterprise networks and technology project implementation
- Consistent exercise of independent judgment and discretion in matters of significance
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
- Travel will be required
- Disclaimer:
- This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is an EOE/Veterans/Disabled/LGBT employer.
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.
Skills:
Customer Experience (CX); Business Operations; Customer Satisfaction; Process Improvements
Salary:
National Pay Range: $83,342.94 USD-$195,335.01 USD
Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
10 Years +, 5-7 Years, 2-5 Years, 0-2 Years, 15 Years +, 7-10 Years