Customer Experience Manager

Our Vision: Be the best at what we do. Our Mission: Improve lives through technology.

Summary:

“Customer Inspired” isn’t our slogan - it’s our driving force, and C Spire team members live it. We aim to engage the exceptional and embrace operational excellence to best deliver connectivity and technology solutions that advance our communities and customer’s lives. It’s a challenging goal, but we have a winning team that is looking to grow.

As Customer Experience Manager, you will guide the experience of Connected Communities customers from sales handoff through onboarding, ongoing service and renewal. You will build trusted relationships with property stakeholders, coordinate the teams serving their communities and residents, and turn customer feedback and service issues into improvements that strengthen satisfaction and retention.

Responsibilities:

What You Will Do In all of your duties, you will have a relentless, obsessive, yet disciplined approach to manage all details to perfection and deliver desired results.

• Serve as the primary relationship and escalation contact for assigned customers, maintaining regular communication with property owners, managers, association boards and other stakeholders.
• Coordinate Sales, MDU Operations, Consumer Operations, customer care, technical support, Billing, Product and other partners to establish clear handoffs, response expectations, escalation paths and backup coverage.
• Manage the customer lifecycle from signed agreement through onboarding, installation, activation, first billing, ongoing service, renewal and approved service changes or disconnects; keep property profiles, contacts, plans and commitments current.
• Partner with Sales and Operations on launches and installations, including property and resident communications, support readiness, and follow-up on activation and first-bill issues.
• Lead renewal planning and execution with assigned account executives. Track expirations, notice deadlines, auto-renewal terms and agreements requiring validation; maintain risks, actions and due dates in Salesforce and designated systems, and coordinate pricing, contract and service questions with the appropriate partners.
• Resolve escalated service and billing concerns by assigning owners, tracking progress, communicating with properties during widespread outages and confirming that corrective actions address the issue.
• Identify at-risk relationships through feedback, service history, recurring complaints and renewal activity; coordinate retention plans and support reviews of confirmed customer losses.
• Improve customer journeys and cross-team handoffs by identifying root causes, implementing changes with functional owners and measuring whether repeat issues decline.
• Work with Billing and Operations to confirm that new agreements, renewals, migrations and disconnects are accurately reflected in service and billing; track discrepancies through correction.
• Coordinate customer communications, resident education, support training and follow-up for approved product upgrades and service migrations, including legacy video transitions.
• Equip allocated care representatives with property information, procedures and escalation guidance; work with Consumer Operations leaders to review service quality, training needs, workload and coverage.
• Lead customer experience and renewal reviews that clarify risks, deadlines, unresolved issues, outcomes, owners and next steps. Share customer feedback with Product and Marketing to inform service improvements.

You will deepen your expertise in customer relationships, renewals, service operations and cross-functional improvement while taking on broader opportunities to shape the Connected Communities customer experience.

Qualifications:

What You Will Bring As a C Spire team member you will bring a relentless obsession to be the best in our industry and a winning mentality, determined to outsmart and outdo competitors. You will have a single-minded commitment to unbeatable internal customer and external candidate experience. To support our Connected Communities team you will have an unapologetic passion for innovation and technology and an uncompromising drive toward continuous improvement.

In addition to that, we require:

• College degree or equivalent relevant work experience.
• At least four years of progressive experience in customer experience, customer success, account management, customer care or related service operations, including responsibility for escalations and cross-functional initiatives.
• Demonstrated ability to build customer relationships, coordinate renewals or retention activities, and lead process improvements from problem identification through measurable results.
• Strong communication, organization, analytical and problem-solving skills, with the ability to manage competing priorities and influence teams across functional reporting lines.
• Proficiency with customer relationship and case management systems, spreadsheets and presentation tools; ability to maintain accurate records and use data to guide action.

We will give special consideration to candidates who have:

• Experience in telecommunications, fiber broadband, managed Wi-Fi or services for multifamily communities, associations or hospitality properties.
• Familiarity with bulk and resident service models, contract renewals, Salesforce and ServiceNow.
• Experience using customer feedback, account health information or process improvement methods to improve retention and service.

What You Will Gain A great workplace needs more than dental coverage, though we provide that and excellent health insurance. But that’s just the start. We make sure working at C Spire is the best career experience around. And Forbes has named us one of America's Best Midsize Employers multiple times because of it. We also offer:

• Competitive Compensation Package
• Blue Cross Blue Shield Health Insurance
• Tuition Assistance Programs
• Complimentary Wireless Service & Device*
• 401k Match
• Teladoc Telemedicine
• WellBeacon Wellness Program
• Paid Talent Referral Opportunities
• Tailored learning paths for every position

Physical Requirements And Working Conditions The role involves computer-based work and regular communication with customers and internal teams to coordinate service, resolve issues and maintain records.

*Complimentary wireless service and device available to team members in our wireless footprint.

If you want to work hard, achieve a lot, and make a difference, then C Spire is the place for you.