Client Performance Manager IV, Cox Enterprises

Cox Enterprises

Location:

United States, Las Vegas

Category:

Customer Service

Contract Type:

Employment contract

Salary:

90100.00 - 150100.00 USD / Year

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Job Description:

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.

Job Responsibility:

Own the service experience of an assigned customer base
Escalate service troubles when needed
Coordinate special requests around scheduled maintenance
Review the customer’s network topology for business continuity and compatibility with the Cox network
Meet with customers on a regular basis to review network performance and recommendations
Perform escalation for customer trouble tickets
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
Develop requested PIR/RFO for a network outage which negatively impacted the customer’s network performance
Provide appropriate contacts for maintenance notifications for any maintenance activity which may impact the customer’s service
Develop action plans to address circuits or sites which have experienced multiple troubles within in a specified time
Be a technical resource for account teams in developing RFPs and business account reviews

Requirements:

Bachelor’s degree in a related discipline and 6 years’ experience in a related field
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 of experience
or 10 years’ experience in a related field
Specialized skill training/certification may be required
5-7 years of experience in customer facing technical support role
Comfortable working with all levels of customer management
Proficient problem solving and analytical skills
Exceptional interpersonal skills, verbal and written
Exceptional troubleshooting analysis skills, specifically with telephony product/services is a plus
Exceptional organizational skills
Ability to multitask
Ability to work flexible hours and/or on-call as needed

Nice to have:

Knowledge of TCP/IP and LAN/WAN topologies and configurations
Knowledge of cloud-based services
Knowledge of telecommunications services
Prior experience with trouble management software
A+, Net+, CCNA, Microsoft certification
BS/BA degree strongly desired

What we offer:

Professional development, continuing education and helping your career grow
Competitive salary and top-notch bonus/incentive plans
Exceptional work-life balance, flexible time-off policies and accommodating work schedules
Comprehensive healthcare benefits, with multiple options for individuals and families
Generous 401(k) retirement plans with company match
Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance
Professional development and continuing education opportunities
Access to financial wellness/planning resources
Flexible time off policies
Amazing healthcare plans at low cost to you
Free access to Care.com
Funds to pay for classes, certifications or school
Free access to Calm + counseling for mental wellbeing

Additional Information:

Job Posted:

March 26, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Client Performance Manager IV