Wireless Business Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with Wholesale Sales teams to aid in growth initiatives, quote requests, RFPs, customer meetings, and sales opportunities for designated wireless customers.

• Work alongside Customer Account Management to address billing inquiries, service requests, customer issues, and other business matters.

• Liaise with Operations, Service Management, and Customer Account Management to resolve operational challenges, facilitate customer communications, conduct Root Cause Analysis reviews, business reviews, and executive meetings.

• Cultivate and sustain an understanding of customer contracts, service orders, network architecture, business objectives, and service requirements.

• Keep informed about customer-served locations, service configurations, and requirements using company systems and tools.

• Coordinate with Operations, Finance, Sales, Service Delivery, and other internal stakeholders.

• Partner with Network Planning, Engineering, and Operations to address NNI capacity requirements and customer-related augmentation requests.

• Collaborate on MSC connectivity, collocation requirements, diversity initiatives, and customer-specific infrastructure needs.

• Identify opportunities to enhance off-net services, boost service delivery efficiency, and support strategic network initiatives.

• Oversee customer order activity, facilitate issue resolution, and ensure timely delivery of contracted services.

• Provide customer-related reporting, business insights, and analysis to Finance, Operations, Service Delivery, and executive leadership.

• Support compliance with customer agreements and service expectations.

• Facilitate the resolution of customer credits, exceptions, special service requirements, and unique customer circumstances.

• Assist in continuous improvement initiatives focused on customer experience, operational processes, service delivery, and cross-functional collaboration.

• Act as the primary business relationship manager and advocate for assigned wireless customers.

• Escalate customer concerns, risks, opportunities, and strategic initiatives to leadership.

• Undertake additional duties and special projects as assigned by the Head of Service Management.

⛳️ Requirements

• Bachelor’s degree in business, telecommunications, Information Systems, engineering, or a related field; equivalent industry experience may be accepted in place of a degree.

• At least 5 years of experience in telecommunications, wireless, wholesale, customer account management, service management, operations, sales support, service delivery, or other customer-facing roles.

• Preferred experience working with wireless carriers such as Verizon, AT&T, or T-Mobile.

• Familiarity with telecommunications networks, fiber-based services, Ethernet, transport services, and wireless backhaul solutions.

• Proven experience managing customer relationships and coordinating activities across various internal organizations.

• Ability to review and interpret customer contracts, service orders, and business agreements.

• Strong analytical and problem-solving abilities.

• Experience supporting customer business reviews, executive presentations, and customer-facing meetings.

• Excellent organizational skills with the capacity to manage multiple priorities and projects concurrently.

• Outstanding verbal and written communication skills.

• Proficiency in Microsoft Office Suite, including Excel, PowerPoint, Outlook, and Word.

• Previous experience supporting large enterprise or wireless carrier customers preferred.

• Knowledge of wireless network architecture, cell site backhaul, fiber infrastructure, and telecommunications service delivery processes preferred.

• Experience with customer lifecycle management, customer retention initiatives, and revenue growth strategies preferred.

• Project management experience or certification is advantageous.

• Experience with Tier 1 mobile network carriers and cell site backhaul is a plus.

🏝️ Benefits

• Starting compensation range of $76,100 to $99,900.

• Compensation approach designed to be fair and competitive.