Client Service Manager - Network - Crown Castle : Job Details

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Position Title: Client Service Manager, Network (P3)

Company Summary: Crown Castle is the nation's largest provider of shared communications infrastructure: towers, small cells, and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. From 5G and the internet of things to drones, autonomous vehicles, and AR/VR, we enable the technologies that keep people safe, connected, and prepared for the future. Crown Castle is publicly traded on the NYSE (CCI), part of the S&P 500, and one of the largest REITs in the US.

We offer comprehensive benefits and opportunities for professional growth at any career stage. We are committed to community involvement through our Connected by Good program, which supports public spaces, safety, and access to education and technology.

The Client Service Manager is responsible for maintaining customer relationships and revenue by managing business needs, focusing on retention and growth to meet company goals. The role involves working closely with the Account Team and Sales Management to provide seamless service, with a focus on client satisfaction, revenue preservation, and sales enablement.

• Develop and maintain customer and account team relationships.
• Protect revenue and minimize churn across assigned accounts.
• Collaborate with sales and customers to identify immediate and long-term service needs.
• Participate in Quarterly Business Reviews and customer meetings, communicating Crown Castle's support structure.
• Serve as the primary post-installation contact and liaison with internal partners to ensure service quality.
• Manage billing, inventory, trouble tickets, SLAs, and inquiries, addressing service issues with customers.
• Review service inventories, scorecards, reports, and performance metrics during business reviews.
• Onboard customers to the Crown Castle Fiber Business Portal.
• Process and track orders to ensure timely completion.
• Review and prepare RFP/RFQ responses to sustain recurring revenue.
• Negotiate renewals effectively.

• Exceptional customer service commitment.
• Ability to work well with external and internal stakeholders.
• Strong prioritization and deadline management skills.
• Teamwork and cross-functional collaboration skills.
• Excellent presentation and organizational skills.
• Analytical and negotiation skills with a proven closing ability.

• Bachelor's Degree or equivalent in Business, Sales, or related field preferred.

• 5+ years in outside sales or customer-facing management roles.
• Telecom experience preferred.
• Project management experience required.
• CRM and Microsoft Office proficiency.

Reports to: Sr Manager, Network Client Services

Direct reports: N/A

This hybrid role requires working in the office on Tuesdays, Wednesdays, and Thursdays, with options for remote work on Mondays and Fridays. Collaboration and occasional travel are expected.

Salary range: $74,900 - $103,000 annually, based on experience and qualifications. Compensation may include bonuses, commissions, and equity incentives. Benefits include health insurance, 401k, paid time off, and holidays.

To apply, visit the Crown Castle careers site. The role remains open until filled.