Position Details:

Position Summary

The Client Business Executive (CBE), Level I functions as an account manager and business builder for designated customer accounts and/or region.  This role typically focuses on maintaining base business of 1-2 product and/or solution lines with short-term revenue streams and annual renewal requirements.  The CBE, Level I is responsible for meeting revenue, sales bookings, delivery/operational performance, as well as the customer experience targets for designated account(s).  This role manages the customer relationship and implements the 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 guides internal support and delivery teams to continue to evolve and streamline our operating model.   

Essential Job Functions 

• Maintain and Build the Business: Responsible for short-term and on-going activities within designated account(s).  Ensure account objectives are aligned with overall strategic account plan. Ensure execution of strategic objectives. 
  • Responsible for the revenue, sales bookings, delivery/operational performance, as well as the overall customer experience for designated account(s).
  • Provide standardized solutions/products that address well-understood customer business problems.  Product/solutions are typically single-line with some potential for multi-line product/solutions. 
  • With a primary focus on preserving the base business and account growth, penetrate the account in such a way that positions us to understand their business model, business challenges, and overall customer buying process.  Help to shape customer demand for increasing our solution capabilities that solve their urgent business challenges. Identifies and passes on the sales lead to a sales director or higher-level CBE for the account/region. 
  • Collaborate with Marketing, Product, and Services to ensure consistent messaging to customers, and help them gather the voice of the customer information to continue to evolve our product and solution offerings. 
  • 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.
  • Responsible for facilitating formal Account Reviews (usually on a Quarterly basis) to ensure a strategic and collaborative approach to growing their assigned accounts. They are responsible for maintaining documented Account Plans which capture the customer’s business goals and problems and CSG’s competitive threats and growth opportunities.

• Operational & Delivery Excellence: Provide for an exceptional customer experience by collaborating with the CDE on reimagining key business processes with a relentless focus on operational and delivery excellence, improving our agility, reliability, and efficiency. 
  • In collaboration with the Client Delivery Executive (CDE) and the Customer Operation Teams, implement 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, collaborate with the CDE to continue to evolve and optimize the client business service and delivery model and strategy execution.   
  • Be aware of operational outages and assist in the coordination of resolution and recovery, if warranted. Astutely and smoothly deliver appropriate messaging around issue escalation to key customer executives.
  • Guide other internal and customer teams toward appropriate resolution to ensure success.

• Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG’s core competencies and values.

Travel Requirements

• Must be able to travel internationally and/or domestically (dependent upon location of the role) up to and exceeding 50% of the time.
• Onsite location with customer may be required on certain accounts. 

Education

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

Experience

• 5 + years’ experience in the sales of software products and services within the cable, DBS, and/or telecommunications market.
• 8+ years of product, solutions, and/or technical customer support experience in a comparable environment.

Knowledge, Skills and Abilities 

• Strategic Thinking: Systematically solves problems and hypothesizes possible customer pain points, expectations, and implicit needs; brainstorms with team members to devise solutions to solve complex deal challenges.  
• Communication: Tailors communication to the customer’s needs with authority; effectively delivers presentations and has strong verbal and written communication skills. 
• Interpersonal Influence: Uses rational and emotional drivers that would appeal to customers to comfortably drive negotiation conversations in his or her favor.
• Networking: Identifies the right customer stakeholders and builds connections quickly to drive consensus for deals; works cooperatively with a wide range of internal stakeholders for deal success. 
• Ownership: Goes out of his or her way to complete a job and has a relentless drive to achieve results; is independent and self-directed and takes initiative with minimal direction or supervision.
• Workflow Management:  Sets clear, realistic, and time-bound objectives that align to business growth; breaks each objective into tasks and process steps that can be achieved with a realistic time frame.