Manager, Sales Support - Cox Business
Company: Cox Communications
Location: Annandale
Posted on: May 24, 2023
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Job Description:
The Cox Business Sales Support Manage r's (SSM) primary
responsibility is leading a team of support professionals,
(Building Access Professionals), to deliver the best experience to
every customer. Specifically, the building access professionals
identify new commercial opportunities to acquire commercial access
agreements and easements to ensure efficient implementation of Cox
Business services to our end customers. This leader is expected to
bridge the gap across departments to create a seamless experience
across all touchpoints. The SSM will develop world class, high
performance, customer centric sales and support teams to retain /
grow revenue, own the customer experience journey, and advocate for
the voice of the customer to create a frictionless customer
experience. The SSM must be 1) a systems thinker who is driven by
metrics and dashboards, understands the big picture and uses data
to optimize processes and make smart decisions, 2) a visionary
leader that can develop and implement best in class customer
support concepts, 3) exceptional at building relationships through
strong communication, influencing, and presentation skills, and 4)
have the ability to effectively collaborate/interact with groups
inside and outside the company.
This role also includes researching the Ownership/Property
Management of commercial offices, industrial, and retail locations
and implementing strategies to secure Access and Easement
Agreements with the Owner/Property Manager. Facilitate the
introduction of Sales team members to commercial real estate
professionals to develop relationships that will foster growth of
Cox Business revenue. When necessary, works with legal team to
modify agreements to meet the unique needs of the customer and Cox
Business.
PRIMARY RESPONSIBILITIES
--- Provides critical leadership within the Sales Support, (BAA),
organization to ensure proper communication and workflow among
departments.
--- Communicates company and department goals, strategic vision and
information to staff, department leaders, cross functional
departments, and stakeholders effectively.
--- Manages resources to meet or exceed customer and/or business
expectations including but not limited to staffing and workload
allocation.
--- Identification of new commercial opportunities including
office, industrial, and retail opportunities that make good
financial and strategic sense for Cox Business to serve.
--- Engages in business development activities as it pertains to
the growth of the markets supported. Developing relationships with
industry professionals to help support Cox Sales with new service
opportunities and contacts.
--- Research the Ownership/Property Management of office,
industrial, and retail locations and implement a strategy to secure
access and easement Agreements with the Owner. Identifying
Portfolio and Surrounding parcels that an Owner can work with Cox
for new or expanded services.
--- Leads team of Building Access professionals to meet stated
goals and objectives to drive revenue. Generating qualifying and
confirmed leads for sales to sell. Partnering with new referral
partners to funnel new sales leads for cox sellers.
--- Maintains existing relationships with Property Managers,
Property Owners, Brokers, and other commercial real estate industry
professionals working through organizations like NAIOP to develop
relationships with portfolio Owners, Property
Managers/Brokers/General Contractors/Moving Companies and other key
industries that serve customers in the commercial real estate
funnel.
--- Process and negotiate Access and Easement Agreements with
Property Owners including portfolio deals for multiple projects.
This will include requesting preliminary designs from construction,
working with the sales team to perform a survey of the tenants in
the building, present and negotiate agreements to a satisfactory
conclusion that benefits the company.
--- Ensures Building Access Agreements are negotiated and
maintained in Cox Communications' best interest, leveraging Cox
legal team when appropriate.
--- Monitors Service Level and Quality metrics of building access
team on a weekly and monthly basis. Ensuring that quota is being
tracked and actionable plans are put into place for achieving
weekly as well as monthly success.
--- Maintain contract files and ensure contracts are kept up to
date. Assist in the management of accuracy in access agreements.
Ensuring that all access agreements are stored in Salesforce daily
and in line with company standards.
--- Partners with stakeholders on strategic business planning and
initiatives, pilot testing, implementing best practices and
optimizing workflow to enhance performance and drive effective
resource management to meet or exceed customer and business
expectations.
--- Partners with sales leadership to maximize revenue, drive
outstanding customer experience and achieve product delivery
efficiency.
--- Works with internal business partners to ensure business
objectives are met or exceeded.
--- Continuously monitors internal processes and coordinates
efforts to improve efficiencies.
--- Monitors and ensures compliance with all company policies.
--- Reviews and translates customer escalations, provides
solutions, and supports team to execute appropriate solutions
and/or responses. Develops processes to improve workflow and
department efficiency.
--- Develops self and others, models accountability, provides
guidance, sets performance goals and expectations for the
department, manages performance, provides training and development
opportunities while promoting positive work environment.
--- Demonstrates enterprise-wide thinking by collaborating across
regions on special projects and develops, builds and manages
relationships with Center and regional peers.
--- Hires, builds, coaches and mentors' team of Building Access
Professionals.
--- Provides specific job accountabilities that are documented and
reviewed in one on ones.
--- Guides direct reports in the day-to-day prioritization of
escalations and expedited assignments.
--- Periodically reviews and receives feedback from internal
customers to ensure their direct reports are providing the
necessary assistance in the overall monitoring and delivery of our
products.
--- Partners with other department leaders to secure and allocate
appropriate resources.
--- Attends job-related training to increase knowledge of Cox and
competitor telephony, data, and video services/solutions, customer
premise equipment, networking, consultation, negotiation, and sales
skills; attends strategic and/or development meetings with Sales
management.
--- Maintains effective working relationships with other Cox
Business and Cox Communications departments to ensure high quality
customer service.
--- This position may require management of virtual and remote
personnel. It may also require managing teams in multiple markets,
carrying the expectation of an appropriate amount of travel to be
successful in leading, supporting, and developing team members.
QUALIFICATIONS
Typical Education/Training/Work Experience:
--- Bachelor's degree in a related discipline and 6 years'
experience in a related field.
o The right candidate could also have a different combination, such
as a master's degree and 4 years' experience; a Ph.D. and 1 year
experience in a related field; or 10 years' experience in a related
field --- 1+ year of experience in management or lead role
--- Experience in customer facing account management or technical
support role.
--- Proficiency in MS Office.
--- Five years of experience in dealing with the Commercial Real
Estate Development, Brokerage, and Management Industry or having
existing relationships with the Commercial Owners/Developers,
Brokers, and Property Managers in the markets supported.
PREFERRED SKILLS:
--- 3+ years of experience in a leadership role or leading cross
functional projects preferred.
--- Excellent skills in building relationships, building high
performing sales support teams, champions adaptability,
demonstrates business acumen.
--- Exceptional troubleshooting analysis skills, specifically with
telephony product/services is a plus.
--- Comfortable working with all levels of management.
About Cox Communications
Cox Communications is the largest private telecom company in
America, serving six million homes and businesses. That's a lot,
but we also proudly serve our employees. Our benefits and our
award-winning culture are just two of the things that make Cox a
coveted place to work. If you're interested in bringing people
closer through broadband, smart home tech and more, join Cox
Communications today!
About Cox
Cox empowers employees to build a better future and has been doing
so for over 120 years. With exciting investments and innovations
across transportation, communications, cleantech and healthcare,
our family of businesses - which includes Cox Automotive and Cox
Communications - is forging a better future for us all. Ready to
make your mark? Join us today!
Benefits of working at Cox may include health care insurance
(medical, dental, vision), retirement planning (401(k)), and paid
days off (sick leave, parental leave, flexible vacation/wellness
days, and/or PTO). For more details on what benefits you may be
offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified
applicants/employees will receive consideration for employment
without regard to that individual's age, race, color, religion or
creed, national origin or ancestry, sex (including pregnancy),
sexual orientation, gender, gender identity, physical or mental
disability, veteran status, genetic information, ethnicity,
citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations:
Cox accepts resumes only from agencies with which we formally
engage their services. Please do not forward resumes to our
applicant tracking system, Cox employees, Cox hiring manager, or
send to any Cox facility. Cox is not responsible for any fees or
charges associated with unsolicited resumes.
Keywords: Cox Communications, Annandale , Manager, Sales Support - Cox Business, Executive , Annandale, Virginia
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