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Manager, Client Support – Spectrum Enterprise

At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.

Spectrum Enterprise is a national provider of fiber-based technology solutions that believes connectivity is fundamental to the progress of every organization. We are committed to helping our clients achieve greater business success by providing solutions designed to meet their evolving needs. The broad Spectrum portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. For more information visit

The Manager of Client Support is responsible for oversight, management, coaching and development of geographically dispersed teams of Carrier Account Support Managers and Strategic Advancement Managers. These two diverse teams are responsible for pre- and post-sale functions of a defined list of existing Carrier Accounts. The Manager of Client Support has responsibility for the growth and retention of the existing revenue of assigned Carrier Account base as well as oversight of all direct carrier client and sales support functions. This position sets support strategy and proactively manages internal support teams and Carrier clients. This role is also responsible for the communication and positioning of Spectrum Enterprise with internal teams and external Carrier clients.

What you will do
  • Consistently strive to improve upon existing support strategy in an effort to streamline and enhance the overall sales and carrier client experience.
  • Develop, coach and mentor direct reports in the pre- and post-sale environment to proactively support clients, both internal and external.
  • Set expectations on support strategy, assign accounts to align with overall sales strategy and communications support strategy with boundary partners.
  • Conduct weekly team meetings to understand activity levels and challenges within the support arena.
  • Work with boundary partners to refine the support process.
  • Serve as an escalation point for internal team members and external clients as well as cross-functional team members.
  • Responsible for oversight of team responsible for assisting Carrier Account Executive with quoting, upselling and contract management of a defined list of carrier accounts.
  • Responsible for oversight of team responsible for client support activities including face to face meetings, pre-sale order management, portability, request for proposals (RFPs), contract management, coordination of quarterly business reviews, billing and service assurance items.
  • Assists team in coordinating overall support efforts with marketing, order management, finance, deal support, technical support and other post sale support teams.
  • Oversees and provides management support for team that works in conjunction with cross functional teams on pre-sale and inflight sales activities in an effort to maximize revenue and growth. This includes special pricing requests, following up on quotes, managing IRR financial models, ASR and order submissions, tracking of special pricing requests (SPARCs), and overall management of bulk deals nationwide.
  • Assist teams in the development of client-centric sales solutions and overseas deals support activities.
  • Clearly understand and articulate Spectrum Enterprise’s value proposition.
Required keys for success
  • Ability to read, write, speak and understand English
  • Ability to effectively source, hire, train, build, and manage the day to day operations of a dedicated Client Services team focused on an assigned list of Carrier accounts within the Wholesale vertical
  • Outstanding leadership and communication skills both orally and written and in a manner that is clear and straightforward
  • Strategically-minded with an ability to align and collaborate with cross fictional teams
  • Ability to align with the company’s culture and values
  • Ability to organize and prioritize effectively
  • Ability to perform tasks via computer and software applications
  • Ability to effectively manage large clients with oversight of business relationships
  • Knowledge of Internet technologies and applications
  • FIve or more years of experience in Outside Business to Business, Sales or Client Services
  • Two or more years of Management experience, sales or support
How you will stand out from the crowd
  • Telecommunications or Internet Technology Experience
Your education
  • Bachelors Degree in business, communications or a related field
What you can expect
  • Office environment
  • Travel as Required – 45%

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