Manager, Mid/Large Business Customer Solutions

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Looking for an opportunity to lead a high-impact team dedicated to supporting Spectrum's largest business clients? As Manager, Mid/Large Business Customer Solutions, you will empower representatives to resolve concerns, prevent churn, and strengthen customer loyalty. Your leadership will drive performance, elevate service delivery, and ensure Spectrum achieves retention, sales and revenue goals-resulting in meaningful outcomes for our clients and business.

How You'll Make an Impact

• Lead, coach and develop a team of specialists to exceed performance metrics
• Monitor daily operations to maintain service levels, quality standards and customer satisfaction
• Implement customer solution tactics that increase loyalty, reduce churn and optimize revenue through upselling Spectrum products
• Analyze performance trends and make recommendations for team behavior and offer strategies
• Resolve escalated customer concerns in alignment with Spectrum policies and customer care standards
• Track offer performance to balance churn reduction and protect revenue
• Design and implement incentive programs focused on retention of Spectrum Business services
• Maximize results by leveraging processes, data and reports
• Support recruitment, training, development and motivation to ensure team competence and continuity

• Dynamic sales and support environment focused on achieving measurable results

• Education: Bachelor's degree in business administration, Communications, Marketing or related field, or equivalent education and experience
• Experience:
  • 3+ years of leadership experience within the technology sector (software, hardware, IT services)
  • 5+ years of success leading a quota-driven B2B sales team focused on mid to large business groups
    Proven ability to coach and develop teams to meet or exceed retention goals
• Skills:
  • Ability to read, write and speak English clearly
  • Knowledge of telecommunications and networking products, including ethernet, cloud, high-speed data and fiber
  • Proficiency in call monitoring systems and tools
  • Understanding of inside sales operations and processes
  • Data analysis and interpretation skills
  • Effective communication at all levels
  • Presentation and leadership abilities
  • Workflow management, productivity improvement and influence skills
  • Prioritization, organization and independence
  • Familiarity with billing systems such as Salesforce, ICOMS or CSG

• Education
  • Master's degree
• Experience
  • 2+ years with sales metrics, performance analytics and billing systems such as Salesforce and ICOMS
• Skills
  • Telecommunications or premise-based voice and data product sales
  • Experience with Microsoft Office applications
  • Success in building new sales teams
  • Strong data analysis
  • Project and operational management skills