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Critical Account Program Manager

CommScope, Inc.

Last Updated: 2/18/21

Job Description

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion. Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from busy airports to state-of-the-art data centers— we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity.

As a Critical Accounts Program (CAP) Manager with Ruckus Customer Service & Support, you will own, lead, and drive the highest level of critical customer escalations within CommScope. Escalations on Critical Accounts typically involve multiple products and/or service-related issues that may jeopardize the CommScope business relationship, and/or sales opportunities with key customers. You will own the coordination of resources and communication of issues that have company-wide visibility and significant business impact. In leading the virtual team, you will collaborate closely with and work across various CommScope functional organizations with all levels of the company; from Support, Sales, Product management, and development Engineering. As a CAP Manager, you will also provide updates to management and Corporate Executives. This position is empowered and sponsored by executive staff and has access, influence, and impact over the various organizations within CommScope to get the job done.

Responsibilities:
  • Take ownership and responsibility of issues on critical accounts: engage sales, business units, technical support, engineering, and other internal organizations as necessary, to expedite resolution of critical issues.
  • Identify internal resources to build cross-functional and geographically dispersed virtual teams to resolve critical issues.
  • Formulate action plans and manage all communications to executive staff, sales team, and other invested parties.
  • Demonstrate excellent judgment at risk management, and problem mitigation, as well as making timely decisions from both business and technical perspectives.
  • Facilitate communication between the internal team, as well as with customers.
  • Identify systemic and pervasive issues related to products and/or processes and drive/feed these to the appropriate internal organizations in order to promote continuous improvement.

Job Requirements
  • Previous experience with Wi-Fi, Routing & Switching environments
  • Program/project management of critical issue sets for large enterprise-class customers in a cross-functional environment that includes working with sales, customers, and partners to resolve complex critical issues.
  • Demonstrated ability to work through existing teams and business processes to resolve customer problems, balancing process and process-exception to meet objectives.
  • Excellent verbal and written communication skills
  • Strong capacity for Influencing, negotiating and delegating efforts
  • Ability to formulate and follow through on a plan of action involving multiple organizations
  • A focus on Customer Success
  • Creative thinking, flexibility, and versatility
  • Ability to collaborate across functional, geographic, and cultural boundaries

Why CommScope?

It’s not very often you get a chance to connect with something outstanding.

In this “always-on” world, we believe it’s crucial to have a genuine connection with the work you do. Driven by a collective sense of integrity, we are on a quest to ensure our lives, homes, and businesses are empowered by the world’s most advanced networks.

#LI-Virtual

It is the policy of CommScope to provide Equal Employment Opportunities to all individuals based on merit, qualifications and abilities. CommScope does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (including pregnancy), national origin, age or any other characteristics as protected by law. Furthermore, this contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified protected veterans and qualified individuals on the basis of disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and qualified individuals with disabilities.

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Company Details


CommScope, Inc.

Hickory, North Carolina, United States