CenturyLink Client Support Manager in Broomfield, Colorado

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Job Summary

The Client Support Manager is the customer advocate throughout the lifecycle of the account to develop account plans and revenue growth plans across the customer base. The CSM recommends new products/services while supporting all efforts to renew or re-rate customers, answer customer questions, direct the customer to appropriate internal contacts and provide support during times of organizational transitions.

Job Description

  • Develop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility within assigned Tier 2 account base.

  • Manage resolution of customer-impacting billing and service related issues by facilitating with appropriate internal groups, coordinating completion, and ensuring timely communication.

  • Onboard customers in partnership with SME organization. Review Customer Information Guides with Customer, update when necessary. Liaise with internal departments and customer to ensure all needs are addressed related to onboarding.

  • Maintain customer inventory for assigned module, including term expiration, keeping integrity with services sold

  • Perform monthly/ quarterly business reviews for assigned customers focused on revenue trends, network performance, open orders, corresponding improvement plans, billing issues, industry trends and company events.

  • Evaluate and report on performance against contracted SLAs.

  • Conduct periodic calls/ meetings with assigned customers to foster a strong partnership and ensure that the customer's issues are regularly voiced and they are kept informed about ongoing improvement opportunities. Assist Operations with the management and development of customer relationships with Operations so that processes and interface arrangements are understood between the two companies.

  • Initiate/coordinate request for outages (RFO) with the appropriate internal teams, communicate appropriate information to the customer and ensure appropriate Service Improvement Plans (SIP) are implemented to address the issues.

Qualifications

  • Bachelor Degree in Business or related years of experience

  • At least 3 years of relevant experience

  • Intermediate proficiency with internal Level 3 Service Assurance and Billing processes and systems

  • Working knowledge and application of Level 3's (or Industry) network and product set.

  • Ability to develop long-term business relationships with key decision makers within organizations.

  • Ability to work closely with the customer and effectively negotiate directly with the customer and negotiate internally on their behalf.

  • Effective at teaming with others across different disciplines, functions and organizations and driving expedient resolution of customer issues.

  • Written, oral communication skills to include presentation skills, interpersonal skills, and a professional business image. Working knowledge of MS Office suite.

  • The ability to travel to customer sites.

Position can be based anywhere in the US

Alternate Location: US-Colorado-Broomfield; US-Colorado-Denver; US-Illinois-Chicago; US-Minnesota-Minneapolis; US-Minnesota-St Paul; US-Missouri-St Louis; US-New York-New York; US-Ohio-Dublin; US-Texas-Dallas; US-Texas-Frisco

Requisition # : 183127

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.