Jeff McVay
Cox Business
Jenks,OK
Work Preference
Desired Job Title
Customer Success and Service Delivery ManagerCustomer Success Manager
Minimum Desired Compensation
$45000/yr
20
Years of experience
Customer Success Manager (Strategic Sales) managing customer on-boarding, renewals, account plans, and customer outcomes across strategic accounts. Builds sales proposals, leads business reviews, and coordinates escalation paths, cutovers, and service changes to protect retention and growth. Uses ROI assessment, traffic review, and customer feedback to support profitable expansion and stronger base performance. You manage 50+ service requests weekly.
Work History
Customer Success Manager (Strategic Sales)
9 Years 6 Months- Manage 50+ service requests weekly for moves, adds, changes, and disconnects from assigned customers.
- Track 300+ customer renewals monthly to support retention across the assigned account base.
- Prepare sales proposals and present customer success updates, reporting, and periodic business reviews to customers and leadership.
- Maintain referrals and testimonials while strengthening customer relationships and supporting retention across the existing base.
- Serve as liaison for escalations, troubleshoot tickets, and coordinate resolution with Service Delivery and Sales Engineers.
- Monitor traffic and trunk utilization, then prepare performance reports to protect revenue and highlight base trends.
- Coordinate cutovers to Cox service, including vendor communication, on-site testing, and solution alignment for complex customers.
Project Manager II
11 Months- Tracked 50-70 project milestones weekly across cross-functional initiatives and flagged schedule risks early.
- Planned resources, estimates, and schedules for long-cycle projects spanning multiple departments.
- Coordinated reporting and communications with team members and key stakeholders throughout project delivery.
- Managed project budgets, tracked status, and resolved cost issues to limit delays and inefficiencies.
Manager of Customer Support and Service
1 Year 10 Months- Led customer support operations for a team of telecommunications specialists, aligning service delivery with customer expectations.
- Resolved escalated service issues promptly, coordinating follow-up across internal teams to restore customer confidence.
- Delivered a consistent customer experience by balancing service quality, issue resolution, and day-to-day support priorities.
Network Administrator
8 Years 1 Month- Monitored 100% of core network services daily to support email, DNS, web, and backup availability.
- Resolved 15-20 network support tickets weekly for employees and customers across voice, data, and video services.
- Installed and maintained Cisco, Calix, and Sonet/GPON equipment supporting the Greater Metro Tulsa Area network.
- Provided Tier 1-4 support for EasyTEL employees and customers, troubleshooting connectivity and service issues.
- Managed email servers, maintained in-house IT inventory, and supported on-call network coverage for 24-hour service.
Education
- Business Administration and Management, General
Skills
Strategic account development
Total account management
Renewal management
Customer retention planning
Customer success planning
Quarterly business reviews
Customer escalation management
Customer onboarding coordination
Project planning
Resource scheduling
Business reporting
Performance metrics
Salesforce CRM
Churn analysis
Renewal forecasting
Customer health scoring
Voice of customer analysis
Quarterly business review facilitation
Customer journey mapping
Project schedule tracking
Client presentation delivery
Escalation resolution workflows
Timeline
Customer Success Manager (Strategic Sales)
Cox Business
07.2015 - 01.2025Read More
Project Manager II
Cox Business
08.2014 - 07.2015Read More
Manager of Customer Support and Service
EasyTEL Communications
10.2012 - 08.2014Read More
Network Administrator
EasyTEL Communications
08.2004 - 09.2012Read More
Oklahoma State University
from Business Administration and Management, General
Read More