The Cox Business Sales Support Manage r's (SSM) primary responsibility is leading a team of support professionals, (Building Access Professionals), to deliver the best experience to every customer. Specifically, the building access professionals identify new commercial opportunities to acquire commercial access agreements and easements to ensure efficient implementation of Cox Business services to our end customers. 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 4) have the ability to effectively collaborate/interact with groups inside and outside the company.
This role also includes researching the Ownership/Property Management of commercial offices, industrial, and retail locations and implementing strategies to secure Access and Easement Agreements with the Owner/Property Manager. Facilitate the introduction of Sales team members to commercial real estate professionals to develop relationships that will foster growth of Cox Business revenue. When necessary, works with legal team to modify agreements to meet the unique needs of the customer and Cox Business.
PRIMARY RESPONSIBILITIES
• Provides critical leadership within the Sales Support, (BAA), 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.
• Identification of new commercial opportunities including office, industrial, and retail opportunities that make good financial and strategic sense for Cox Business to serve.
• Engages in business development activities as it pertains to the growth of the markets supported. Developing relationships with industry professionals to help support Cox Sales with new service opportunities and contacts.
• Research the Ownership/Property Management of office, industrial, and retail locations and implement a strategy to secure access and easement Agreements with the Owner. Identifying Portfolio and Surrounding parcels that an Owner can work with Cox for new or expanded services.
• Leads team of Building Access professionals to meet stated goals and objectives to drive revenue. Generating qualifying and confirmed leads for sales to sell. Partnering with new referral partners to funnel new sales leads for cox sellers.
• Maintains existing relationships with Property Managers, Property Owners, Brokers, and other commercial real estate industry professionals working through organizations like NAIOP to develop relationships with portfolio Owners, Property Managers/Brokers/General Contractors/Moving Companies and other key industries that serve customers in the commercial real estate funnel.
• Process and negotiate Access and Easement Agreements with Property Owners including portfolio deals for multiple projects. This will include requesting preliminary designs from construction, working with the sales team to perform a survey of the tenants in the building, present and negotiate agreements to a satisfactory conclusion that benefits the company.
• Ensures Building Access Agreements are negotiated and maintained in Cox Communications' best interest, leveraging Cox legal team when appropriate.
• Monitors Service Level and Quality metrics of building access team on a weekly and monthly basis. Ensuring that quota is being tracked and actionable plans are put into place for achieving weekly as well as monthly success.
• Maintain contract files and ensure contracts are kept up to date. Assist in the management of accuracy in access agreements. Ensuring that all access agreements are stored in Salesforce daily and in line with company standards.
• 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.
• Hires, builds, coaches and mentors' team of Building Access Professionals.
• 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.
• 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.
QUALIFICATIONS
Typical Education/Training/Work Experience:
• Bachelor's degree in a related discipline and 6 years' experience in a related field.
o The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and 1 year experience in a related field; or 10 years' experience in a related field • 1+ year of experience in management or lead role
• Experience in customer facing account management or technical support role.
• Proficiency in MS Office.
• Five years of experience in dealing with the Commercial Real Estate Development, Brokerage, and Management Industry or having existing relationships with the Commercial Owners/Developers, Brokers, and Property Managers in the markets supported.
PREFERRED SKILLS:
• 3+ years of experience in a leadership role or leading cross functional projects preferred.
• 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.
About Cox Communications
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About Cox
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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 .
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