Job Description

Brightspeed is looking for a driven, creative, experienced, and energetic leader for Customer Care Manager to join our team! Operating in a highly cross-functional environment, this role is influential and has an ability to make an immediate, significant impact on the business. This role focuses on supporting and large revenue customer accounts. The Customer Care Manager is the primary point of contact for all the customer technical, operational, and escalated issues.

As a Customer Care Manager, you will have the following duties:

The Customer Care Manager is the single point of contact for strategic revenue customer accounts with complex product needs. The CCM proactively manages customers’ service needs ensuring the highest level of satisfaction, exceeding deliverables and timelines within the Customer Journey. 

Manage interactions from the order origination through revenue assurance

Promote revenue growth, retention, and overall client satisfaction

Provide support, coordination, and guidance on client and service delivery processes

Serve as the escalation point for customer inquiries and issues

Includes: order origination and validation, project management, service scheduling, technical customer account management, MACD handling, billing and revenue assurance

Communicates order status and governance via client facing communication

Meet learning, development and personal growth objectives to provide a superior customer experience

Deliver data and feedback to other internal organizations on chronic performance issues and recommendations

Provide Client Business Reviews on a recurring basis, no less than bi-annually

Support Service Assurance and Repair in Network Service Review (NSR) presentation to client

Initiate mitigation strategies to optimize customer solution delivery

Collaborate with Sales and Operations ecosystem to execute a connected Customer Journey (LBGUPS – Learn, Buy, Get, Use, Pay, Support)