Location:

Nashville, TN

Discipline Description:

Customer Service

Req. Number:

10577

Employment Status:

Full Time

Functional Unit:

Business Services - Local Markets Central

Openings:

1

Recruiter:

S. Bonczar

Job Responsibilities:

General Summary:
Responsible for proactively maintaining XO Mid-Market customer relationships by managing all aspects of the customer’s business needs. This includes focusing on growth, retention and churn while meeting XO corporate goals and objectives.

Essential Duties and Responsibilities:

• Develop and maintain ownership of the Mid Market assigned customer and account team relationship, managing revenue of $5k - $25k assigned customer accounts in coordination with Mid Market Sales Reps and Sales management
• Facilitate weekly or monthly reviews with account team
o Revenue growth opportunities
o Contract renewals
o Pending issues
• Overall account management of customer base, acting as facilitator internal to XO and advocate for customer in its relationship with XO
• Participate and focus on strategic planning sessions with internal XO Organizations
• Provide action plan and follow thru on account related issues
• Attend and facilitate monthly account team reviews on customer base
• Responsible for providing customer base with:
o Monthly health check
o Quarterly Service Reviews
o Manual of product & circuit inventory of XO services by location (top 10%)
• Manage, along with appropriate XO Dept, customer’s XO orders & billing invoice meeting their expectations and experience, escalating when necessary
• Responsible for revenue protection and churn of assigned base
• Monthly review of 30 day past due customer invoices/suspension
• Liaison between customer and XO internal partners i.e. CARE/SNA or PNA/NOC
• Manage trouble ticket escalations and act as internal customer advocate
• Provide each customer with an updated XO escalation manual
• Educate customers and account team of internal XO processes/procedure changes and upgrades to back office that may impact their business

Knowledge, Skills and Abilities

• Proven commitment to deliver exceptional customer service
• Proven ability to work well with external and internal customers, business experience heavily skewed in Care operations
• Proven project management experience
• Good negotiation and account navigation skills
• Ability to prioritize multiple assignments and meet all deadlines
• Ability to meet both quantity and quality objectives
• Strong organizational, administrative, and time management skills
• Strong analytical/quantitative skills
• Strong written and verbal communication skills, including presentations
• Strong attention to detail and systems
• Ability to foster teamwork and partner across functional to deliver seamless service to customers
• Ability to achieve goals in a fast-paced, changing work environment
• Expert knowledge of voice and data services/telecom products


Basic Computer Skills Required

Minimum Qualifications:

Minimum Qualifications:


• Education: Bachelor’s degree with business major or equivalent
• Basic Computer Skills Required
• Relevant Work Experience:
• Minimum 3 - 5 years outside customer care/relations portfolio management, preferable vertical markets, multi-market and national customers
• Minimum 5 years experience in Telecommunications, both voice & data
• Proven presentation and project management skills

Software
• MS Office/Windows
• Excel
• Power point

Other Job Specific Skills

• Presentation skills
• Project management
• Organizational

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XO Communications is an Equal Opportunity Employer.