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Client Support Manager II

Company: CenturyLink
Location: Las Vegas
Posted on: August 17, 2019

Job Description:

About CenturyLink 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 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 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 CenturyLink'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

Keywords: CenturyLink, Las Vegas , Client Support Manager II, Executive , Las Vegas, Nevada

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