Director-Customer Advocacy in New York, NY at Windstream

Date Posted: 11/27/2019

Job Snapshot

  • Employee Type:
  • Location:
    New York, NY
  • Job Type:
  • Experience:
    8 to 10 years
  • Date Posted:

Job Description

Job ID:19003544
General Summary:

The Director of Customer Advocacy (DCA) typically will manage a multi-state team of Customer Advocates by providing leadership and development and ensuring the effective delivery of Windstream Communications voice, data and security solutions to a variety of businesses. The DCA has the responsibility for formulating strategies and execution plans to the objectives as outlined in the DCA compensation plan. The DCA is responsible for all aspects of reporting, leading, and management of all levels of Customer Advocate team members to meet the goals and objectives of that region. The DCA’s focus is to build trust with our customers through empowerment while being highly motivated to build long term customer relationships through increased revenue and retention efforts.

Job Responsibilities: 
  • Consistently strives to deliver a Best-in-Class Customer Experience in conjunction with Windstream Mission statement.
  • Develop and implement a strategic plan to drive retention and revenue growth to meet compensation plan objectives
  • Develops and actively maintains key Executive level relationships within the Top 20 customers.
  • Ensures proactive follow-up after Customer engagements.
  • Returns telephone calls in a timely manner and follows through on customer commitments.
  • Takes ownership of Escalations related to customer problems from initial contact to resolution (sense of urgency).
  • Handles customer’s issues with appropriate tact and diplomacy.
  • Works well internally with support organizations to handle problems and develop solutions.
  • Assist in the development of local market sales strategies in coordination with the Enterprise Direct Sales team as well as responsibility for developing key performance indicators (KPI) within Customer Advocacy.
  • Continually monitors competitive activity, processes overall sales strategies to address competition.
  • Consistently performs market visits, determining local market needs and developing suitable solutions.
  • Coordinate and manage the selling, servicing and retention processes for all markets.
  • Will be involved in the hiring and training of market personnel on how to position Windstream in the marketplace.
  • Creates and implements personal business plans including team goals as well as individual goals for Customer Advocates to ensure Objectives are met.
  • Manages and guides activities of the Customer Advocates related to their respective group of assigned accounts, focusing upon retention (through securing long-term contracts), and profitable growth of existing revenue streams.  Monitors performance through consistent joint sales calls with team members.
  • Ensures Customer Advocates are completing daily and weekly tasks to fulfill their "Personal Business Plan" and achieve Objectives. (if needed takes take disciplinary action)
  • Drives Team members to consistently achieve above-quota performance
  • Develops recommendations on growth opportunities for key target accounts by conducting strategic planning activities to ensure reps are meeting customers' product and service needs 
  • Recruit, Hire, Retain, and Develop Customer Advocates with the desired knowledge, skills and abilities. 
  • Expected to provide ongoing Coaching and Developing of Customer Advocates.
  • Managing a multi-State territory requires overnight Travel.

Job Requirements

Minimum Requirements: College degree or equivalent and 8-10 years professional experience with 2-3 years supervisory experience; or 12 years professional level equivalent related experience with 2-3 years supervisory experience; or a combination of education and related professional level experience required.

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.