At Cox, we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity to join the Cox family of businesses.

The Strategic Account Specialist (SAS) is responsible for maintaining relationships with strategic customers, serving as a liaison between the customer(s) and the Cox organization, with critical focus on proactively engaging the customer and maintaining positive customer experience. The SAS must build and maintain an open and trustworthy relationship with accounts to proactively address discrepancies with the customer’s account. The SAS team serves customers locally in each of the Cox markets. The Strategic Account Specialist’s has the responsibilities of both operations and sales.

PRIMARY RESPONSIBILITIES/TASKS 

ACCOUNT MAINTENANCE

The SAS maintains the consistency of assigned strategic accounts, ensuring consistency throughout CB databases and proactively mitigating potential issues. The SAS will provide and review the customer inventory, renewals, and term dates of supported accounts with the account and senior management semi-annually; this will require the SAS to gather and review information from SharePoint, conduct account audits, manage MACD requests, and ensure proper segmentation of data. Management for the accounts will be measured via metrics for % of base out-of-contract, out-of-contract for 6 months, out-of-contract for 12 months, and other proactive measures.

CUSTOMER EXPERIENCE The SAS is expected to build relationship equity, maintain a consistent line of communication with customers, advocate the customers best interest during escalation of issues, and coordinate in-person meetings to resolve issues with customers. 

PROACTIVE CUSTOMER ENGAGEMENT

 As part of the commitment to taking care of assigned strategic accounts, the SAS seeks to proactively address any changes in the customer environment by providing opportunities for this discovery. Regular, substantive touch points with the customer allow the SAS to remain visible and be aware of the status of the account at any given time.  It is much less impactful to the stability of the account if the account team reacts quickly and builds rapport effectively.  

ACCOUNT REVIEWS

The SAS is responsible to coordinate the meeting with the customer and the account team.  The SAS also creates presentations via data (current inventory, utilization reports, contact information, new products, etc.) provided by team members.

INTERNAL CUSTOMER REPERSENTATION

The SAS is in a unique position to ensure that the requirements of both, the customer and Cox, are taken into consideration and clearly communicated to reach mutual benefit. This may include providing data and reporting regularly for commissions, customer accounts, installs and customer information for customer surveys for Atlanta. The SAS is also accountable for attending training for new products, maintaining a strong rapport with all boundary partners (i.e. Order Entry, Sales, Project Management, etc.) and working closely with Order Management to coordinate the install of special high-profile events (WMPO, Super Bowl, Fiesta Bowl, Final Four, etc.). 

SALES SUPPORT

The SAS role also partners with the AE/AM to assist with MACD and renewal efforts.  The SAS may also assist in escalation management on behalf of the AE/AM to ensure a better customer experience.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

•    Possesses and applies a broad knowledge of principles, practices, and procedures of particular field of specialization to the completion of  moderately complex assignments. Solid knowledge of organization's technologies and practices.

•    Influence/People Leadership: Provide general guidance/direction or train junior level support and professional personnel.

•    Dept/Org Scope & Impact: Fully competent and productive professional contributor with ability to work independently on large to moderate program complexity directly impacting department and area results.

•    Performs full range of standard professional level work; Ability to identify problems and solutions. Takes appropriate action to resolve complex, un-defined issues.

•    Demonstrates advanced skillset in data analysis & techniques by resolving missing/incomplete information, inconsistencies and/or anomalies in research data.

•    Ability to work unsupervised.  Works well independently. Comfortable receiving minimal guidance on most tasks and projects. Ability to follow specific instruction/direction when called upon.

•    Exceptional organizational skills.

•    Exceptional interpersonal skills both verbal and written.

•    Ability to multitask

QUALIFICATIONS

Minimum 

•    BS/BA or Associates degree in related discipline or equivalent work experience.

•    2-5 years of experience in related field. Certification is required in some areas.

•    2 or more years of successful business-to-business outside sales or account development experience 

•    2 years telephony and data transport experience preferred for Carrier/Wholesale role

•    Valid driver’s license, good driving record and reliable transportation (may be able to utilize company vehicle).

•    Ability to work flexible hours and/or on-call as needed.

•    Exceptional troubleshooting analysis skills, specifically with telephony product/services is a plus.

Preferred

•    BS/BA degree in related discipline strongly desired   â€¢    5 years business-to-business sales or account management experience

•    3 years of IP based services and previous experience with Telcordia Interexchange Carrier guidelines (for Carrier/Wholesale role)

•    3 years telecommunications (telephony, data, and video) sales or account development experience (for Retail role)

•    Knowledge of local telecom market, local contacts

•    Familiarity with Carrier Ethernet

Who We Are

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

About Cox 

We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us.  Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators.  We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation.  We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com. 

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.