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Hours Full-time
Location Herndon, VA
Herndon, Virginia

About this job

Posting Job Title:Client Services Manager
Requisition #: 163561BR
Posting Location: Herndon, VA, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time

Posting Job Description

Time Warner Cable
currently seeks a Client Services Manager (CSM) for our National Sales/Partner Channel Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

ESSENTIAL JOB FUNCTIONS:
The Partner Client Services Manager (CSM) works as part of a cohesive account team functioning to support a defined list of Time Warner Cable ' s Master Partners. The CSM will act as the Partner advocate, interfacing with Sales and other internal TWCBC teams to ensure a high level of Partner and customer satisfaction. Establish solid Partner relationships and provide overall account management in conjunction with the National Channel Manager. Solve problems, develop and distribute reporting, review processes and procedures, conduct training, develop and present annual and quarterly business reviews, and work to manage all Partner expectations. This is a multi-faceted role that requires versatility, attention to detail, dependability and commitment to continuous improvement.

JOB REQUIREMENTS:
- Ability to work as part of a cohesive account team, including Sales, pre and post-sale technical teams, order management, and other TWCBC teams in a demanding environment.
- Establish solid Master Agent relationships, acting as Partners ' communicator and advocate, understanding all facets of Partners ' business.
- Ability to establish multiple, internal working relationships within various levels of the organization, and act as steering committee to identify and address issues.
- Act as facilitator between account team members and maintain ownership of Partner issues.
- Participate in strategic business planning sessions and other meetings with account team members and/or Partner.
- Prepare and deliver monthly, quarterly, semi-annual and/or annual business reviews/health checks in conjunction with NCM.
- Knowledge and understanding of Master Partner customer revenue base, including large opportunities, churn, contract renewals, and overall performance vs. contract commitment.
- Participate in preparation and presentation of contract renewals as required.
- Assist with order flow, project and order management, installations, changes, disconnects as required.
- Proactively manage all aspects of projects and other requests to completion
- Ability to effectively solve problems independently; manage complex issues and escalations
- Take initiative and think creatively and critically to identify process gaps.
- Aggressively research various and multiple avenues to find resolution to an issue when one is not readily available
- Excellent verbal and written communication skills, including proficiency in Microsoft Office.
- Flexibility when it comes to tasks, priorities, schedule, and travel.

PREFERRED QUALIFICATIONS:

Prior
Military Communications experience preferred.

REQUIRED QUALIFICATIONS:

- 5-8 years of experience in delivering Telecommunications Services and Products to Federal Civilian and Military Agencies (VA, DoJ, DHS, DoD-CONUS, Social Security, Health and Human Services, etc- )

-Familiarity with Federal Compliance requirements (FISMA)

- Understanding of Federal technology trends and requirements - AFCEA

-Experience in participating in Government Associations and Working Groups (AFCEA, etc

EDUCATION AND EXPERIENCE:

Bachelor ' s degree (B.A. or B.S.) from four-year college or university; or equivalent training, education and experience.

SUPERVISORY/MANAGERIAL RESPONSIBILITIES:
No Supervisory responsibilities with this position.
TRAVEL REQUIREMENTS:
Travel 15-25 %

Note:
This job description is not intended to be all-inclusive, and employee may also perform other reasonably related business duties as assigned by the supervisor and other management as required. Time Warner Cable may need to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment

FCC Unit_TWC: HQ452
Controlling Establishment ID: 00944 - Herndon Dulles View Dr

More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status

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