Customer Lifecycle Support Manager I

Cogent Communications is a global, Tier 1 facilities-based ISP, consistently ranked as one of the top five networks in the world and is publicly traded on the NASDAQ Stock Market under the ticker symbol CCOI. Cogent specializes in providing businesses with high-speed Internet access and Ethernet transport services. Cogent's facilities-based, all-optical IP network backbone provides IP services globally. Since its inception, Cogent has unleashed the benefits of IP technology, building one of the largest and highest capacity IP networks in the world. This network enables Cogent to offer large bandwidth connections at highly competitive prices. Cogent also offers superior customer support by virtue of its end-to-end control of service delivery and network monitoring. A competitive base salary and a full benefits package including; Health, Dental, Vision, Paid Time Off (PTO), Short- and Long-Term Disability, Life Insurance, Holidays, Parental Leave, 401(k) plan with employer match, stock options, and an Employee Assistance Program. Most benefits take effect within 30 days of employment, and some require a waiting period.

Job Description

The Customer Lifecycle Support Manager leads end to end lifecycle engagement for high value customers, ensuring a seamless and exceptional experience from onboarding through long term retention. Acting as customer advocate, this role is responsible for designing and executing support programs that strengthen customer onboarding, drive product adoption, process improvements, and enhance overall customer experience.

Working cross functionally with Sales, Customer Support, Service Delivery, and Billing. The Customer Lifecycle Support Manager ensures that Cogent’s high-value customer receives consistent, high-quality engagement throughout their journey. This role thrives in a fast-paced telecom environment and understands the complexities of network services, enterprise solutions, and customer support operations.

Customer Relationship

• Primary post sales point of contact for High Value clients (Lifecycle)
• Builds long term relationships and drives customer satisfaction
• Leads regular service and business reviews
• Serves as an advocate to ensure internal awareness of customers network and needs
• Coordinates cross functional teams
• Drives root cause analysis
• Ensures corrective actions and post incident reviews are completed

Performance Reporting

• Provides service performance metrics and trend analysis
• Identifies risks, chronic issues, and opportunities for improvement

Contract & Change Management

• Ensure contract compliance awareness across all operational teams
• Ensures changes are implemented smoothly and documented accurately
• Helps to drive contractual discrepancies escalated by customer

Core Support Responsibilities

• Answer incoming phone calls from Cogent's Premier customers
• Work with Cogent customers via phone and e-mail to identify and resolve their service-related issues
• Clearly document all steps taken to identify and resolve a customer reported issue
• Manage a queue of customer created tickets, ensuring that customers are updated with their status and progress is being made towards resolving their issue
• Work with and coordinate effectively with all members of the Customer Support team, other Cogent teams, as well as vendors in order to ensure swift resolution of customer issues
• Ability to work professionally with customers, vendors, and internal groups under all circumstances
• Manage customer expectations and escalation and de-escalate the situation as necessary.
• Perform other duties or special projects as assigned

Qualifications

• Strong problem-solving skills.
• Excellent verbal and written communication skills
• Ability and desire to provide excellent customer service to Cogent Customers
• Must excel in a fast-paced, dynamic environment where critical thinking and strong problem-solving skills are required for success
• Ability to work independently, as well as in a team environment
• Reliable employment history with strong attendance and punctuality records
• Ability to work a rotational on call schedule including nights and weekends
• Ability to analyze, interpret, and present complex data to an audience ranging from the technical to the executive
• Manage multiple projects simultaneously and identify trends and forecasting
• Intermediate to advanced skills in Word, and Power Point

Cogent Communications is an Equal Opportunity Employer.