The Cox Business Sales Support Manager's (SSM) primary responsibility is leading a team of support professionals to deliver the best experience to every customer. This leader is expected to bridge the gap across departments to create a seamless experience across all touchpoints. The SSM will develop world class, high performance, customer centric sales and support teams to retain / grow revenue, own the customer experience journey, and advocate for the voice of the customer to create a frictionless customer experience. The SSM must be 1) a systems thinker who is driven by metrics and dashboards, understands the big picture and uses data to optimize processes and make smart decisions, 2) a visionary leader that can develop and implement best in class customer support concepts, 3) exceptional at building relationships through strong communication, influencing, and presentation skills, and 5) have the ability to effectively collaborate/interact with groups inside and outside the company. As the leader of technical and non-technical individual contributors, they must be able to grasp the challenges and requirements of both types of teams which may include a combination of several roles within the sales support structure.
PRIMARY RESPONSIBILITIES
• Provides critical leadership within the Sales Support organization to ensure proper communication and workflow among departments.
• Communicates company and department goals, strategic vision and information to staff, department leaders, cross functional departments, and stakeholders effectively.
• Manages resources to meet or exceed customer and/or business expectations including but not limited to staffing and workload allocation.
• Partners with stakeholders on strategic business planning and initiatives, pilot testing, implementing best practices and optimizing workflow to enhance performance and drive effective resource management to meet or exceed customer and business expectations.
• Partners with sales leadership to maximize revenue, drive outstanding customer experience and achieve product delivery efficiency.
• Works with internal business partners to ensure business objectives are met or exceeded.
• Continuously monitors internal processes and coordinates efforts to improve efficiencies
• Monitors and ensures compliance with all company policies.
• Reviews and translates customer escalations, provides solutions, and supports team to execute appropriate solutions and/or responses. Develops processes to improve workflow and department efficiency.
• Develops self and others, models accountability, provides guidance, sets performance goals and expectations for the department, manages performance, provides training and development opportunities while promoting positive work environment
• Demonstrates enterprise wide thinking by collaborating across regions on special projects and develops, builds and manages relationships with Center and regional peers.
• May participate in the development of annual operating budgets and re-forecasts, as necessary.
• Hires, builds, coaches and mentors team of Strategic Account Specialists, Customer Service Managers, Solutions Design Consultants, Sales Coordinators, and/or Service Managers.
• Develops ongoing relationships with customers, coordinates post-sale follow-up activities,
• Provides specific job accountabilities that are documented and reviewed in one on ones.
• Guides direct reports in the day-to-day prioritization of escalations and expedited assignments.
• Periodically reviews and receives feedback from internal customers to ensure their direct reports are providing the necessary assistance in the overall monitoring and delivery of our products
• Partners with other department leaders to secure and allocate appropriate resources.
• Assists service team members perform analysis and investigation in areas of concern and applies appropriate problem-solving techniques and tools to determine root cause and resolve issues.
• Drives the correct behaviors of assigned market teams to align with customer engagement, escalations, ticket handling, documentation, and account integrity, to ensure adherence to established cox processes.
• Attends job-related training to increase knowledge of Cox and competitor telephony, data, and video services/solutions, customer premise equipment, networking, consultation, negotiation, and sales skills; attends strategic and/or development meetings with Sales management.
• Maintains effective working relationships with other Cox Business and Cox Communications departments to ensure high quality customer service.
• This position may require management of virtual and remote personnel. It may also require managing teams in multiple markets, carrying the expectation of an appropriate amount of travel to be successful in leading, supporting, and developing team members.
• Support team will verify services and pricing and confirms appropriate customer paperwork is complete and accurate.
• Support team will assist with Complex orders - support movement of complex orders from contract signature to submission across multiple systems and may occasionally support full life cycle management of complex orders.
• Support team will assist in resolving Change Required rejects from Order Fulfillment to keep orders moving forward, which often involves extensive research through multiple tools and systems.
• Understand how our portfolio of over 60 products interoperate across voice, video, data, security, managed services, and new business venture solution sets.
• Support team will input low and no revenue orders (MACDs) on behalf of Sales.
• Ensures that requests for service changes (moves, adds, changes) are carried out
• Maintain Update accuracy of customer data in multiple systems including CBSF, Granite, Optix, off-line tracking, and INTEC/CABS, National Order Processing, and ICOMS as required.
• Correct issues with Order Package/Sales Package (Proposal, Contacts, Forms, etc.) and upload missing documents into CB Force.
• Review the Incomplete reports Order Queue for opportunities to resolve issues and move the service installation forward.
QUALIFICATIONS
MINIMUM:
• BA/BS with 6+ years' of experience in related field with at least 1 years' experience in a management/lead OR MS + 4 years' experience OR Ph.D. + 1 years' experience OR 10 years' experience in a related field without degree.
• 7+ years of experience in customer facing account management or technical support role.
• Proficiency in MS Office.
• Requires travel 1-2 times per week within the region.
PREFERRED:
• 3+ years of experience in a leadership role or leading cross functional projects preferred.
• Experience in the telecommunications industry.
• Excellent skills in building relationships, building high performing sales support teams, champions adaptability, demonstrates business acumen.
• Exceptional troubleshooting analysis skills, specifically with telephony product/services is a plus.
• Comfortable working with all levels of management.
• Exceptional interpersonal skills.
• Exceptional/effective communications skills- written and verbal.
• Exceptional organizational skills.
USD 104,900.00 - 174,700.00 per year
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.