Job ref no.: CT3122729-01#9951

Client Support Manager (Telco)

CenturyLink

The incumbent 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, he/she 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 strategic account base.
  • Evaluate and report on performance against contracted SLAs.
  • Initiate/coordinate request for outages (RFO) with the appropriate internal teams, communicate appropriate information to the customer and ensure appropriate Service Improvement Plans (SIP) are implemented to address the issues
  • Manage resolution of customer-impacting billing and service-related issues by facilitating with appropriate internal groups, coordinating completion, and ensuring timely communication.
  • 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.
  • 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.
  • 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.
Qualifications
  • Bachelor’s Degree in Business
  • 3+ years’ relevant working experience in the Telecom industry
  • Ability to work closely with the customer and effectively negotiate directly with the customer and negotiate internally on their behalf
  • Ability to develop long-term business relationships with key decision makers within organizations
  • Experience at teaming with others across different disciplines, functions and organizations and driving expedient resolution of customer issues
  • Expert 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
Bachelors or Equivalent in Business or Marketing
 
Interested parties please send your full resume to us by clicking Apply Now.

Requisition #: 215925

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.

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More job information
Job ref no. CT3122729-01#9951
Salary
Job Function
Industry
Employment Term
  • Permanent
  • Full-time
Experience
  • 3 years - 8 years
Career Level
  • Non-management level
Education
  • Degree