CenturyLink Senior Client Service Partner in Tokyo, Japan

CenturyLink (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 customer’s 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 CSP operates as an extension of our client’s business. Our clients put their trust in our people and our solutions and we deliver to that trust. We collaborate internally and externally with credibility and discipline. We demonstrate agile leadership with a confidence in our abilities to deliver, whilst at the same time ensuring that we continue to raise the bar in all that we do. Our people are encouraged to face challenges with courage and confidence and to remember that our clients have placed their trust in what they do each day.

Objectives include –

  • Revenue retention and growth for assigned customer base

  • Manage the client relationship and gain Trusted Advisor status

  • Achieve and maintain reference status with assigned client(s)

  • Serve as Customer Advocate

  • Promote solution stability through incident trend analysis, problem management, and cure plan development and execution

  • Ensure efficiency and effectiveness in the CENTURYLINK support model. Activities include maintaining regular audits, contact management, customer specific support procedure coordination.

  • Align with sales teams to develop account strategies and meet with targeted customers on a regular basis to strategically build a partnership and grow revenue

Job Description

  • Provide Program Management expertise in managing Service Level Agreements and other aspects of the client contractual agreement

  • Communicate effectively with peers, superiors and subordinates, as well as C-Level Executives on client and CENTURYLINK sides

  • Coordinate all client communications including weekly and monthly reporting, crisis management and escalations

  • Maintain proactive customer communication to foster a high touch relationship. Develop and maintain project plans and action item lists and conduct regular customer status meetings to keep projects and actions on track with dates and owners

  • Schedule and lead effective team meetings which will include field and/ or corporate resources.

  • Successfully interact with other organizations within CENTURYLINK to deliver seamless implementations & service to clients

  • Serve as an escalation point 24/7 for production impacting incidents

  • Incident report creation and distribution

  • Coordinate change management activities by liaising with clients, Global Change Management, and the CENTURYLINK Service Center (activities include patching, CENTURYLINK standard maintenance, and customer specific changes).

  • Facilitate resolution of issues pertaining to billing, AR, credit requests and billing disputes.

  • Facilitate order process for customer moves, adds, changes, and deletes

  • Provide regular CRM audits to ensure an accurate depiction of services, contacts, and procedures

  • Prepare, schedule and facilitate regular client service reviews according to established best practices. These reviews highlight existing client services, any opportunities for new business, the status of account plans, and service levels.

  • Support the CENTURYLINK Client Loyalty program through customer education, and by encouraging client contacts to participate in the program by providing their feedback. Respond to survey alerts by adhering to the closed loop process.

Qualifications

Requirements:

  • Bachelor’s degree or equivalent experience

  • Minimum 8 to 12 years progressive program management experience, including 5-7 years in consulting and/or technical management

  • Demonstrated ability to manage large, complex programs with multiple projects

  • Demonstrated ability to communicate at all levels within an organization

  • PMP Certification preferred

  • Strong interpersonal communication, presentation, organization and planning skills

  • Must possess initiative with strong analytical, problem solving skills and ability to make complex decisions in potentially ambiguous situations

  • Strong understanding of Project Management Methodology including the ability to create and monitor project plans and to drive and develop tasks associated with plan

  • Ability to work independently or as part of a team within a client site

  • Strong leadership qualities and strategic skills

  • Prioritization and time management skills. Ability to execute tasks in a high-pressure environment is crucial.

  • Ability to work with both entry level personnel and Senior level executives

  • Ability to identify business development and "add-on" sales opportunities

  • Team player mentality and excellent work ethic

  • Some ad-hoc travel might be required

Communication & Language proficiency:

  • Japanese language ability is to be native

  • Business level English (Spoken & Written)

Education

Bachelors or Equivalent

Requisition #: 198907

EEO Statement

No Discrimination. 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, 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. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.

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.