Customer Care Manager Iii - (US-CA-San Francisco - 94199)

Minimum Education: None
Job Type: Full Time
Jobcode: N/A
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Responsibilities: This position is responsible for managing the customer expectations and overall customer experience for Level 3s performance for all products and services. The SDPM is the single point of contact for all customer interactions from the customer order through test and turn up. The SDPM also serves as the conduit and escalation point for exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, and CAG activities. The position is also responsible for managing large, complex, customer implementation projects. Coordination and communication with Planning & Deployment, Architecture & Engineering, Service Activation, Field Services and Customers themselves are key responsibilities associated with this position. Additional requirements will include: creating and maintaining detailed project schedules, project financial tracking, serving as the main point of contact with the customer, managing a project team, understanding unique aspects of projects, as well as understanding technical and operational specifications. Job Responsibilities Manage all aspects of the conversion of sales to revenue for Level 3 o Examples include but are not limited to the following: Prioritization of Customers for revenue achievement Responsible for Escalations / Critical Dates / Complaints, Arbitrating Disputes Prioritization of Cross-Company Resource allocation for Revenue Realization Empowerment to coordinate and approve Vendor Support & any / all incurred costs associated Capital decisions Consequence / Risk Mitigation and Customer Relationship Management in support of Service Delivery delays Perform Business Impact analysis for Capex decisions such as Off-Net Cancelation Fees & Stranded Capacity Decision making authority to deviate from defined processes to ensure Customer Satisfaction / Revenue Recognition Achieved PTS (Product Technical Specialist) status in at (2) product suites technical, process and systems. .

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