Client Performance Manager IV (Cox Business)
 Cox Communications | |
$106,000.00 - $176,500.00 / yr
| |
parental leave, paid time off, paid holidays, sick time, flex time, 401(k)
| |
 United States, Virginia, Springfield | |
 Nov 20, 2024 | |
|
Cox Business helps companies adopt technologies that deliver mobility, scalability and growth. With our Internet and networking solutions combined with our dedication to the next generation of cloud and connected technologies, we're changing the way we do business.
What's In It for You? Here's a sneak peek of the benefits you could experience as a Cox employee:
The Cox Business Client Performance Manager, that is, Service Manager, is responsible for owning the service experience of an assigned customer base which includes our largest enterprise-level customers. This includes escalating service troubles when needed, coordinating special requests around scheduled maintenance when appropriate .reviewing the customer's network topology for business continuity and compatibility with the Cox network, and meeting with customers on a regular basis to review network performance and recommendations. Day to day functions include: CUSTOMER OWNERSHIP The Service Manager is responsible for owning the network performance of an assigned customer base. This includes reviewing customer's network topology for business continuity and compatibility with the Cox network, ensuring all appropriate Cox systems are updated with customer network inventory, and ensuring all relevant fix agencies have visibility to customer Service Level Agreements and what commitment Cox has made in obtaining these SLAs. ESCALATION MANAGEMENT When appropriate, the Service Manager performs escalation for customer trouble tickets. The Service Manager is empowered to escalate to the level needed to ensure proper trouble resolution management. The Service Manager should always be acting as the customer ombudsman when the normal trouble process is not driving toward resolution in the most expedient timeframe The Service Manager is available to his/her customers 24/7. SERVICE REVIEWS Prepare regular service reviews which details Cox network performance for the assigned customer base. Develop action plans to address performance gaps from not meeting SLA commitments. Collaborate with internal organizations in developing action plans to address performance gaps. Share results with internal fix agencies on Cox network performance to ensure all appropriate organizations have visibility on how the customer perceives the Cox network performance. REVIEW POST INCIDENT REVIEW Develop requested PIR/RFO for a network outage which negatively impacted the customer's network performance. The PIR will be created with collaboration with the appropriate organization within Cox that has direct responsibility on future incidents. The PIR should outline irreversible corrective action to ensure incident will either not happen again or will have minimal impact. ECR NOTIFICATIONS Provide appropriate contacts for maintenance notifications for any maintenance activity which may impact the customer's service. Keep track of maintenance activities for trends or which may lead to a redesign of the customer's network. CHRONIC TROUBLE MANAGEMENT Develop action plans to address circuits or sites which have experienced multiple troubles within in a specified time. The action plan should identify the root cause and recommendations with associated timelines for resolution. Collaborate with the appropriate internal organizations and possibly customers vendor in developing and implementing action plan. SALES SUPPORT When appropriate, be a technical resource for account teams in developing RFPs and business account reviews. ESCALATIONS The Service Manager will be empowered to escalation to the highest levels within Cox when facilitating the repair process. Minimum Qualifications:
Preferred
USD 106,000.00 - 176,500.00 per year Compensation: Compensation includes a base salary of $106,000.00 - $176,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program. Benefits: The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. About Cox Communications Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today! About Cox Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today! Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page . Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes. | |