Job Description

Senior Customer Retention Specialist

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. Responsible for the independent day-to-day management of customer account activity analysis and relationships in an effort to minimize contractual variances as it relates to financial obligations of commenced agreements/contracts. Responsible for resolution of complex contract issues and disputes while delivering superior customer service to strengthen relationships.

What You Will Do:

• Serve as subject matter expert on complex contract issues and provide support and guidance to other team members.
• Negotiate directly with customers on existing contract terms to accomplish company quarter and year-end cash flow and revenue assurance goals.
• Analyze revenue streams and contract terms in conjunction with accounts receivable balances in order to prioritize open balances and identify trends.
• Develop action plans to resolve contractual variances within definitive time periods to ensure revenue and account balances are recorded accurately.
• Analyze multiple data points to categorize issue drivers, complete trend analysis, identify changes in revenue, and mitigate financial risk to the company.
• Develop reporting, correspondences, presentations, etc. to facilitate resolutions with internal departments and Customers.
• Independently manage a portfolio with the average responsibility of 20,000 agreements with associated $50M+ in monthly revenue and cash flow.
• Minimize future variances through mastering contract knowledge, internal and external operating systems and processes.
• Work in partnership with team members and management to develop and deliver customer presentations to both internal and external audiences.
• Collaborate with and mentor team members on customer retention best practices to ensure consistent and timely problem solving.
• Deliver unparallel customer service through communication with Customers, internal departments, and senior management.
• Research, analyze, and facilitate/process billing where appropriate to ensure contract compliance.

What You Will Need To Succeed:

Education Qualifications:

• Bachelor's degree in Business or related discipline Bachelor's Degree in Arts/Sciences (BA/BS) or equivalent experience

Experience Qualifications:

• 5+ Years in accounting, customer service, financial analysis, and/or contract administration required
• 0 - 2+ Years in customer service, project management, and/or contract management required
• Previous supervisory experience preferred

Skills and Abilities:

• Demonstrated mastery in MS Excel; working with multiple spreadsheets, 25,000+ lines of data, pivot tables and V lookups
• Contract interpretation background
• Excellent customer service skills
• Analysis and Reporting confidence to accurately present data to all levels of management
• Project Management skills develop plan to meet goals and see immediate and long-term impacts of actions
• Communication skills presentation, leadership, and negotiation skills
• Independent judgment and creativity applied to negotiating and resolving contract issues
• Ability to influence professionals with different objectives and/or focus

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:

• 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 $80800 - $111000 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.

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