Client Business Executive III

CSG

20542 Client Business Executive III (Open)

Position Type:

Full time

Location(s):

US.NE.Omaha.CampusUS.NJ.Remote, US.WA.Remote

Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.

$170,416.00-$272,666.00

Summary:

The Client Business Executive (CBE), Level 3 functions as a general manager for designated customer accounts and/or region and is accountable for the revenue, sales bookings, delivery/operational performance, as well as the overall P&L and customer experience for such accounts. Typical focus is on large accounts and/or regions with significant potential for increased revenue opportunities across the enterprise. Revenue stream is typically longer-term with moderate degree of renewal complexity. This role creates, implements, and manages the customer relationship management and pursuit strategy aimed to understand, anticipate, and manage the needs of the organization from a current and future perspective. As an escalation point, this role minimizes customer impacting issues and drives internal support and delivery teams to continue to evolve and streamline our operating model. The CBE, 3 may be responsible for building and leading a team who are positioned as trusted advisors and customer advocates for the organization.

Position Details:

  • Build the Business: Responsible for account planning over a 1-2-year time horizon. Establishes strategic account direction and implements account strategy. 

    • Accountable for the revenue, sales bookings, delivery/operational performance, as well as the overall P&L and customer experience for designated account(s).

    • Independently identifies, qualifies, and drives customer commitment while managing the overall sales process that includes customer engagement, opportunity qualification and definition, proposal development, solution confirmation, and close.  Handles the more complex transactions.   

    • Leverage insight and consultative selling techniques to teach customers about their industry and offer unique perspectives on their business that lead them to the CSG product and solution portfolio.  Coach customer stakeholders and build consensus. 

    • Penetrate the account in such a way that positions us well to understand their business model, business challenges, and overall customer buying process.  Shape customer demand for our solutions that solve their urgent business challenges. Typical products/solutions are multi-line targeted at solving complex business problems. 

    • Represent the “voice of the customer” and provide feedback to the product development and operations organization for improvements, market trends, customer architecture roadmaps and product issues.

  • Operational & Delivery Excellence: Provide for an exceptional customer experience by reimagine key business processes with a relentless focus on operational and delivery excellence, improving our agility, reliability, and efficiency. 

    • Partner with the CDE to package our assets to provide competitive solutions to our customers’ complex business problems, driving more productive conversations that open doors and enable success in new markets.

    • In collaboration with the Client Delivery Executive (CDE) and the Customer Operation Teams, create the overall strategy and service delivery expectations that provide for an exceptional customer experience based upon measurement and management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs). 

    • Collaborate with the CDE and provide oversight and guidance to all critical customer deliveries and must be able to proactively escalate, wherever necessary, to the customer, product management, engineering, or senior leadership for complete resolution. 

    • With customer profitability and continuous service improvements as a focus, evolve and optimize the client business service and delivery model and ensure proper staffing levels and skills are in place to execute on the strategy. 

    • May serve as an escalation point for customer issues as well as work prioritization concerns

  • May be responsible for effective demonstration of managerial practices to include: the identification and recruitment of key strategic talent in the region and/or territory, providing day-to-day leadership to the business teams, distribution and explanation of account plans, the establishment of clear roles, responsibilities, regions, and/or accounts for team members, as well as the overall coaching and performance management of a high performing team.

Travel

Must be able to travel internationally and/or domestically (dependent upon location of the role) up to and exceeding 50% of the time.

Education

Bachelor’s Degree in Business Administration and/or a related field, or the equivalent work experience.

Experience

  • 10 + years’ experience in the sales of software products and services within the cable, DBS, and/or telecommunications market.

  • 12+ years of product, solutions, and/or technical customer support experience in a comparable environment.

  • 10+ years leadership experience with demonstrated success building and leading support and client relationship management teams.

Benefits:

CSG is proud to offer employee-focused benefits that are robust in design and support a wide spectrum of employee well-being needs. Included in our benefits package is your choice of 3 medical plans administered by United HealthCare, MetLife dental, and vision coverage. CSG also offers an Incentive Savings Plan (401k), serviced by Fidelity Investments. CSG makes a dollar-for-dollar Matching Contribution based on the first 5.5% of your eligible pay you contribute as Pre-Tax or Roth After-Tax Contributions. All contributions are immediately 100% vested. At CSG, we recognize the ability to take time away to recharge is important. We offer a US Tiered Vacation Plan for non-exempt (hourly) roles, and a Flexible Vacation plan for all exempt (salaried) employees. For more benefit details, please view: http://viewer.zmags.com/publication/8c5c80bd.

This role is eligible for bonus and equity.

Job ID: 9522

Posted 20 days ago

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