CenturyLink Client Support Manager II in Norcross, Georgia

About CenturyLink

CenturyLink at http://www.centurylink.com (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

Job Summary

The Client Relationship Manager acts as the customer advocate throughout the lifecycle of the relationship to help develop strategic account plans and revenue growth strategies across the customer base. As the customer concierge, the Client Relationship Manager recommends new products/ services while supporting efforts to grow and retain customers.

Essential Responsibilities

Customer Growth and Retention

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

  • Drive collaborative discussion for ongoing MACD growth strategies

  • Introduce opportunity for Solution Migration and Optimization ​​​​​​​

Revenue Assurance

  • Proactively manage accuracy of customer billing and contract related governance through execution of Customer facing invoice reviews, contractual commitment reviews and internal churn mitigation strategies. ​​​​​​​

Increase Customer Loyalty

  • Establish Customer relationship cadence to foster a strong partnership throughout the Customer LifeCycle.

  • Ensure that the customer's business objectives are discussed in a proactive, collaborative manner inspiring growth, optimization, retention and technology adoption.

  • Create accountability model cross-organization to provide End to End alignment to the customer relationship and support infrastructure

Invest in the Customer Experience

  • Perform Client business reviews for assigned customers focused on revenue trends, network performance, industry trends, roadmap capabilities and company events.

  • Customer Onboarding. Invest in Customer introduction to the Client Experience, Self Service Capabilities and ongoing relationship expectations

  • Collaborate with internal departments on behalf of the customer to ensure all customer specific Run Book processes are in place for to ensure seamless transition into ongoing Retention Relationship strategy

  • Drive Productivity Improvement

  • Develop a customer relationship touch model that drives retention strategy and inspires sales annuity

Create a trusted advisor environment for the assigned customer base to enable ongoing solution growth and retention.


Knowledge, Skills or Abilities

· 1-3 years of relevant experience

· Proficiency in Sales, Business and Client Relationship Acumen.

· Working knowledge and application of CenturyLink (or Industry) Complex Solutions, Business Practices and Customer Experience.

· 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 partnering with others across different disciplines, functions and organizations and driving World Class Customer Experience.

· Written and oral communication skills to include presentation skills, interpersonal skills, and a professional business image.

· The ability to travel to meet the need for Customer demand.

Preferred Education and Experience

Bachelor's Degree or equivalent experience

Sale Discipline Experience

Customer Retention Strategy Experience

Negotiation Skills

Motivated Self-starter

Understanding of Business Analytics

Alternate Location: US-Georgia-Alpharetta; US-Georgia-Atlanta; US-Georgia-Norcross

Requisition # : 197818

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/

This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, 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.


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.