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Customer Support Manager
CenturyLink
Phoenix, AZ, United States
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CenturyLink (NYSE: CTL) 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 for more information.
Job Summary
The Client Support Manager II 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 Client Support Manager II recommends new products/ services while supporting all efforts to renew or rerate customers, answer customer questions, directs the customer to appropriate internal contacts and provides 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 1 account base.
• 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.
• Evaluate and report on performance against contracted SLAs.
• Maintain customer inventory for assigned module, including term expiration, keeping integrity with services sold
• Manage resolution of customer-impacting billing and service related issues by facilitating with appropriate internal groups,
coordinating completion, and ensuring timely communication.
• Perform business reviews for assigned customers focused on revenue trends, network performance, open orders, corresponding improvement plans, billing issues, industry trends and company events.
• Portal On boarding/process training. 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.
• Responsible for developing and delivering training to CSM peers and participating in the ongoing improvement to the body of knowledge for the CSM role
Qualifications
5+ years' experience and advanced proficiency with internal Service Assurance and Billing processes and systems
• Strong 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 resolutionof customer issues.
• Advanced written, oral communication skills to include presentation skills, interpersonal skills, and a professional business image. Knowledge of MS Office suite.
• The ability to travel to customer sites.
Education
Alternate Location: US-Arizona-Phoenix
Requisition #: 175427
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website
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.