About Company
At Cox Communications, we’re more than just a telecommunications company; we’re innovators at the heart of connecting people, businesses, and communities. For over 60 years, we’ve been dedicated to delivering advanced broadband, video, voice, smart home, and commercial services. Our commitment extends beyond technology to fostering meaningful relationships with our customers and empowering our employees. We believe in creating a culture where talent thrives, ideas flourish, and every individual can make a tangible impact. Join our team and contribute to a legacy of excellence and connection, where your passion for customer success can truly shine in a dynamic, forward-thinking environment. We are proud to be an equal opportunity employer and value diversity at our company.
Job Description
Are you a highly motivated and customer-centric professional with a passion for building lasting relationships? Cox Communications is seeking an experienced Customer Success Manager to join our growing Remote Department, specifically supporting our valued clients from the Yuma, Arizona area and beyond. In this pivotal role, you will be the trusted advisor for a portfolio of key accounts, ensuring their continued satisfaction, maximizing their value from our services, and driving long-term retention. This isn’t just about problem-solving; it’s about proactively understanding our customers’ evolving needs, anticipating challenges, and identifying opportunities for them to leverage Cox’s innovative solutions more effectively. You will collaborate closely with sales, technical support, product development, and marketing teams to orchestrate a seamless customer journey, from onboarding through renewal. Your ability to translate complex technical information into clear, actionable insights for non-technical stakeholders will be crucial. We are looking for an individual who thrives in a fast-paced, remote work environment, possesses exceptional communication skills, and is dedicated to delivering an unparalleled customer experience that exemplifies Cox’s commitment to excellence. This role offers the flexibility of remote work, allowing you to contribute significantly from your home office while remaining an integral part of our vibrant, supportive team. If you are passionate about advocating for customers and driving their success, we encourage you to apply and become a key part of our remote success story.
Key Responsibilities
- Act as the primary point of contact and trusted advisor for a dedicated portfolio of Cox Communications customers.
- Develop and maintain strong, long-lasting customer relationships, ensuring high levels of customer satisfaction and retention.
- Proactively engage with customers to understand their business objectives, identify potential pain points, and recommend optimal Cox solutions.
- Onboard new customers effectively, ensuring successful implementation and adoption of services.
- Monitor customer health, usage patterns, and key performance indicators to identify risks and opportunities.
- Collaborate cross-functionally with sales, support, product, and engineering teams to address customer needs and resolve complex issues.
- Conduct regular business reviews with customers to showcase value, share insights, and discuss strategic growth opportunities.
- Drive customer advocacy, encourage testimonials, and identify upsell/cross-sell opportunities.
- Stay informed on industry trends, competitive landscape, and Cox product developments to effectively advise customers.
Required Skills
- Minimum of 4 years of experience in Customer Success, Account Management, or a client-facing role.
- Proven ability to manage and grow a portfolio of key customer accounts.
- Exceptional written and verbal communication skills, including presentation abilities.
- Strong analytical and problem-solving skills with attention to detail.
- Proficiency in CRM software (e.g., Salesforce) and Microsoft Office Suite.
- Ability to work independently and collaboratively in a fast-paced, remote environment.
- Demonstrated ability to influence and negotiate effectively with customers.
- Deep understanding of customer success best practices and methodologies.
- Technical aptitude to understand and explain complex telecommunications services.
Preferred Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Experience in the telecommunications, technology, or SaaS industry.
- Certifications in Customer Success or Project Management.
- Familiarity with digital collaboration tools for remote team environments (e.g., Slack, Microsoft Teams).
- Experience working with large enterprise or commercial accounts.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive medical, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Generous paid time off, including vacation, sick leave, and holidays.
- Paid parental leave.
- Access to employee assistance programs and wellness initiatives.
- Opportunities for professional development and career advancement.
- Remote work setup support and flexible work arrangements.
- Employee discounts on Cox products and services.
- A supportive and inclusive company culture.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your relevant experience and qualifications for this exciting remote opportunity.