Director, Client Services

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.Job SummaryThe Client Services Director- Life Sciences is in charge of post-sales customer relations for the MachineQ Life Sciences customers. He/She is the single point-of-contact for all activity during the contract life of the customer with a primary responsibility of both the retention and growth of revenue for some of the largest pharmaceutical companies globally. The Director Client Services Executive effectively owns the contract and is ultimately responsible for the implementation, lifecycle management, customer satisfaction, and profitability of the customer contract. The Director Client Services Executive is the advocate for the customer within Comcast and MachineQ. The Director Client Services Executive will be required to interface with all aspects of the company that service the contract and the customer (i.e. Sales, Product, Service Delivery, Service Assurance, Network Engineering, Solution Engineering, Finance, Billing, Legal, IT/IS etc.). The Director Client Services Executive will leverage Life Science experience and expertise to influence/Lead MachineQ Life Science product strategy, product development, and go to market strategy.Job DescriptionLead critical interactions with varying levels of roles and titles within the customer organizations and bridging those interactions with Comcast MachineQ’s internal stakeholders and business units.Drive Operational excellence through all aspects of Comcast/MachineQ by evaluating and evolving the customer engagement model, championing additional systems integration and driving change as needed through all functional operations teams.Serve as the single point-of-contact to the customer for all aspects of client services.Lead and manage the implementation of Enterprise Service contracts for multiple large Enterprise customers.Lead new contract kickoff and customer onboarding process with internal stakeholders and systems (i.e. Finance, Legal, Operations, and Engineering).Assure proper customer contract business terms and conditions are entered correctly into the customer database. This database drives internal billing, inventory, and customer service systems.Manage customer escalations for Product, Engineering, Operations, and Finance (billing) customer issues.Review all bills and manage any reconciliation that needs to happen on a monthly basis.Assure proper collections of monthly payments from customers utilizing all company resources as required.Initiate process improvement of internal workflow to better serve our customers and our internal OSS/BSS customer support systems.Work with the Sales Account Manager to drive additional products and services into the account.Manage weekly status calls with customer and all follow-on action items.Manage Monthly/Quarterly business operations reviews with customers including the presentation with customer KPI’s and SLAs.Contribute to the product vision across team and the organization.Validate all network service deliverables (network acceptance testing etc.).Leverage extensive life science experience to lead and influence the MachineQ life science verticals product, strategy, and go to market plan.Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.Skills:Client Service; Finance; Product Development; Business Operations; Business; Customer SatisfactionEducationBachelor's DegreeWhile possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.Relevant Work Experience10 Years +

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