For more than three decades, Crown Castle has led the way in shared communications infrastructure, delivering profitable solutions by connecting communities, businesses, and people, and enabling each to thrive with reliable access to voice and data in more places, faster than ever before. When you join Crown Castle, you become part of a dynamic team of passionate and collaborative professionals engaging in complex challenges and contributing to projects that shape the future of life and work.

Position Title:  Manager, Customer Retention (M2)

Role

Manage the team that is responsible for proactively managing and maintaining the customer relationship and revenue in an effort to minimize contractual variances as it relates to financial obligations of commenced agreements/contracts.  Act as liaison and point of escalation between the customer and Crown Castle for resolution of contract issues and disputes while delivering superior customer service to strengthen relationships.  Communicate progress directly with all levels of management internally and with customer(s).

Responsibilities

Manage resources and processes supporting the customer retention team within Client Services. Prioritize work effort of team members and shifts responsibilities as needed. Manage the team that is responsible for proactively analyzing revenue streams and contract terms in conjunction with accounts receivable balances. Build and sustain customer relationships through customer service and contract knowledge to facilitate universal contract administration solutions. Perform work with a cross-functional approach with sales, operations, finance, legal, and other internal departments/areas, and the customer to build long-term relationships, ensure contract compliance and customer satisfaction. Oversee development of reporting, correspondences, etc. to facilitate resolutions with internal departments and customers. Deliver unparalleled customer service through communication with customer, internal departments, and senior management. Ensure that all customer issues are being addressed efficiently and effectively and serve as escalation contact when necessary. Manage staff including hiring, directing work, coaching, performance reviews, terminations, rewards, and training/development.

Education/Certifications

Bachelor’s Degree in Business, Accounting or related discipline

Experience/Minimum Requirements

Minimum of five (5) or more years in Accounting and/or Financial Analysis Two (2)+ years of management experience Minimum of two (2)+ years in customer service, project management, and/or contract management

Expectations

Demonstrated mastery in MS Excel; working with multiple spreadsheets, pivot tables and V lookups Expert Analysis and Reporting – confidence to accurately analyze detailed data and consolidate information to present to all levels of management; both to internal and external customers Proven success in contract interpretation Excellent customer service skills Excellent Project Management skills – independently develop plans to meet goals and see immediate and long-term impacts of actions Excellent Communication skills – presentation, leadership, and negotiation skills Independent judgment and creativity applied to resolving contract billing issues Organizational Savvy - ability to influence professionals with different objectives and/or focus Recognizes talent in the skills and abilities of others and supports further development to achieve excellence

Organizational Relationship

Reports to:  Sr. Manager, Wireless Client Services

Title(s) of direct reports (if applicable):  Customer Retention Specialist, Senior Customer Retention Specialist

Working Conditions: This role falls into our hybrid work model working in the office Tuesdays, Wednesdays, and Thursdays.  On Mondays and Fridays, teammates on the hybrid schedule will have the option to work from the office or home.  There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel. 

YOUR COMPANY BENEFITS
At Crown Castle, we do our best to ensure you have access to the resources you need to live a healthy and happy life no matter where you are in life. Our benefits are built around your individual needs, covering physical, mental, and financial health and designed to enhance your quality of life.

We are proud to offer a full suite of health and wealth benefits for you and your loved ones. Below are a few of the key highlights of the many benefits we provide.

Comprehensive healthcare plans with highly company subsidized premiums and up to $2,000 annual company contribution to your Health Savings Account (HSA base plan for employee and dependents). Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions). New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave. Tuition reimbursement up to $5,250 per year of eligible tuition and fees. Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns. Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate. Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service). 10 company holidays plus 2 floating holiday. All offices provide free beverages and snacks.

Compensation
The salary range offered for this position is $85600 - $117700 annually. A candidate's offer is determined by various factors including but not limited to, depth of experience, role-related knowledge and skills, relevant education or training, internal alignment, and work location. Depending on the position offered, the compensation package may also include incentive compensation opportunities in the form of a discretionary annual cash bonus or commissions, and equity incentives.

Additional Information

If you are interested in joining our team, please visit the Crown Castle careers site to apply. We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled.