Cox Communications · 17 hours ago
Team Lead, Client Performance Management (RapidScale)
Raleigh, NC
Full-time
Remote
Senior Level, Lead/Staff
$86K/yr - $128K/yr
6+ years exp
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Responsibilities
Collaborate with senior leadership to develop processes and strategies for customer relationship management and implementation.
Manage and mentor a team of Sr. SDMs to monitor client health, forecast renewals or potential churn, and optimize engagement processes.
Oversee and prioritize the backlog of customer projects and service improvements, ensuring that customer onboarding and business expansion are prioritized and executed effectively.
Act as a customer advocate by liaising with support and engineering teams, providing feedback to inform product and service roadmaps.
Collaborate with the Sales team to support commercial relationships by providing insights on customer needs and identifying expansion opportunities.
Conduct detailed reviews of service performance, including post-incident reports and metrics related to disruptions.
Qualification
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Required
Bachelor's degree in a related discipline with 6+ years' experience, or equivalent experience (Master's degree and 4+ years, or 10+ years of direct experience).
Proven track record managing teams of SDMs, CSMs, or related roles.
Experience with AWS, Azure, or GCP platforms.
Experience in managed services operations and support teams.
Ability to think strategically about business, product, and technical challenges.
Knowledge of compliance and security standards within enterprise IT environments.
Strong customer relationship management, collaboration, and communication skills.
Exceptional written and verbal communication skills, including leadership of group meetings and executive-level presentations.
Proven ability to work creatively and analytically to meet customer needs.
Ability to travel as required. (5%)
Preferred
Ability to understand the relationships between business services, information systems, and infrastructure assets.
Familiarity with IT management frameworks (e.g., ITIL).
Benefits
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
Up to 160 hours of paid wellness annually for their own wellness or that of family members
Additional paid time off in the form of bereavement leave
Time off to vote
Jury duty leave
Volunteer time off
Military leave
Parental leave
COVID-19 vaccination leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
Company
Cox Communications
Cox Communications operates as a multiservice broadband communications company in the United States. It is a sub-organization of Cox Enterprises.
10,001+ employees
Funding
Current Stage
Late StageTotal Funding
$505.34MKey Investors
U.S. Department of the Treasury
2024-06-17Grant· $4.94M
2014-10-03Seed· $0.4M
2002-09-17Debt Financing· $500M
Leadership Team
Kristine Faulkner
Senior Vice President, Marketing Operations
Andrew Goldberg
VP, Strategic Planning & Analysis
Recent News
Ars Technica - All content
2024-11-27
2024-11-27
2024-11-26
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