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Senior Director, Client Services

Philadelphia, PA, USA | Comcast

  • Industry:
    Media / Entertainment
  • Position Type:
    Full-Time
  • Functions:
    General Management
    Project Management
  • Experience:
    10-12 years
Job Description:
62 people have viewed this job

This is a key position in an Enterprise Solutions organization. The candidate will further build out and manage the Customer facing Enterprise level Client Services organization. The Client Services Director is the executive manager in charge of a team of Client Service Executives managing post-sales customer relations, generally to Fortune 500 companies. He/She will provide leadership and guidance to the team members, consulting on strategy and assisting with difficult or complex issues. He/She will also serve as an escalation point and will be expected to ensure that all internal and external executive level reporting is kept promptly up to date. This position will require substantial travel to onsite customer and distributed team meetings.


Responsibilities:



-Serve as a leader, mentor, and coach of a team of experienced professionals.


-Ensure relationships with executive leaders within our customers are strong, open and productive


-Closely monitor the implementation of Enterprise Service contracts for multiple large Enterprise customers, escalating early any potential gaps and facilitating resolution through a strong partnership with the appropriate operational teams


-Develop presentations for internal leadership on key projects,


-Ensure external QBR and other operational presentations to customers are professional, accurate and focused

-Validate that required or necessary customer meeting events, such as kick-offs, QBRs, etc are held in a regular and timely manner


-Identify, hire, train and integrate top talent to further supplement the team


-Establish and maintain formal billing review process for all accounts, assisting in follow up of any billing accuracy or collection issues

-Develop and integrate new processes to enhance team performance, including active involvement with new ERP and other such system deployments

- Partner with the Sales team to assist in the pursuit of new business and growth of existing clients.


- Creates and advises on operations, future project plans, and policies regarding thedevelopment of overall business-related programs and delivers cost-effective services to support the Company.


- Consistent exercise of independent judgment and discretion in matters of significance.


- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.


- Other duties and responsibilities as assigned.


Additional Responsibilities:



- Executes and oversees CSX processes. Oversees departmental and project budgets.



- Develops cross-functional plans, objectives, and strategies. Interprets company goals into functional goals and strategies.



- Oversees staffing, including recruitment and retention, leadership and professional development, and performance management.



- Acts as a point of contact for senior management stakeholders.



- Recommends and implements corrective action across organizations, as necessary, to improve program performance.



- Works with other organizations to continuously improve business processes.



- Keeps abreast of new developments in project management methodologies, agile practices, best practices, and industry standards.



- Consistent exercise of independent judgment and discretion in matters of significance.


Job Specification:



- Bachelors Degree or Equivalent

- Business, Engineering


- MBA Strongly Preferred



- Generally requires 10-15+ years related experience


Additional Requirements:



-10+ years of experience in a Telecom ((MSO, CLEC, IXC, RBOC, Wireless etc.) environment focused on Large Enterprise Customer Program and Project Management



-Cross-functional leadership experience in highly matrixed organizations



-Engineering Process and Design documentation experience



-Experience writing and developing network requirements in support of complicated, large scale, thousand node networks



-Proficiency with Visio, PowerPoint, and Microsoft Word



-Excellent written and oral communication skills


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