CenturyLink Sr 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 Senior Client Support Manager acts as the customer advocate throughout the lifecycle of the account to help develop account plans and revenue growth plans across the customer base. As the customer concierge, the Senior Client Support Manager 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 strategic account base.

  • Call and communicate with assigned customers to foster a strong partnership and ensure that the customer's issues are prioritized while keeping the customer updated on progress

  • Evaluate and report on performance against contracted SLAs.

  • Initiate/coordinate requests for outages (RFO) and clearly communicate that appropriate Service Improvement Plans (SIP) are implemented

  • Maintain customer inventory for assigned module, onboard/offboard customers through training, and manage billing and service related issues

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

  • Maintain and increase in-depth knowledge of tools and resources to function as the subject matter expert to the customer

Qualifications

  • 3+ years of applicable and related experience

  • Proficiency with Legacy Level 3 Service Assurance and Billing processes and systems.

  • Strong knowledge and application of Legacy Level 3 (or Industry) network and product set.

  • Experience building successful business relationships at all levels of an organization

  • Successful experience negotiating directly with the customer or negotiating on their behalf

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

  • Proven ability to work closely with the customer and effectively negotiate directly with the customer and/or negotiate internally on their behalf.

  • Demonstrated success of teaming with others across different disciplines, functions and organizations and driving expedient resolution of customer issues

  • Exceptional written, oral and presentation experience

Preferred Qualifications

  • 7+ yrs in a similar role

  • The ability to travel to customer sites.

  • Bachelor’s or Master’s degree in a related field

Position can be based anywhere in the US

Alternate Location: US-Colorado-Broomfield; US-Kansas-New Century; US-Missouri-Kansas City

Requisition # : 189608

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.