The primary responsibility of the Account Consultant is the sales and sales support of complex communication solutions (IP, data, cloud, hosting, voice, etc.). This is accomplished by understanding thecustomer's business needs and strategies, building relationships and long term partnerships with the customerand developing and applying CenturyLink solutions to those needs and strategies. The position is responsible for positioning CenturyLink with the customer and positioning CenturyLink strategic products with the customers.
•Primary interface with both internal and external customers this positions requires a complete focus on customer service and perfecting the customer experience.
•Responsible for attainment of revenue objectives and service quality objectives.
•Responsible for input to and execution of account plans while leading and managing the development of theService Plan segment for the overall Account Plan.
•Actively engages and coordinates with customers in person and remotely, ensuring superior service levels are maintained and leading customer specific quality improvement plans as documented and identified in the Service Plan.
•Actively works and coordinates activities in support of sales, with numerous teams that support theprovisioning, design, installation and billing of sales to customers.
•Interacts effectively as a team member to support achievement of sales objectives.
•Makes accurate and timely decisions based on customer needs and business requirements.
•Develops, maintains and manages customer relationships from the operational to executive levels throughout the organization.
•Contributes to the attainment of revenue objectives by managing orders from the sales stage through toaccurate billing and revenue recognition.
•Represents CenturyLink to multiple departments and levels within the Account, by understanding how CenturyLink’s products meet their goals.
•Assess customer needs and desires and suggest solutions and alternatives; this may involve product offerings, or improved ways of conducting business between CenturyLink and the customer
•Escalates proactively within interdependent departments to accomplish assigned responsibilities.
•5+ years of experience supporting customers as it pertains to telecommunications products and services.
•Experience supporting a sales team and/or sales support team in the area of Telecommunications solutions to include facilitation of proposals, product offering, agreements, contract review and support, and managingcustomer priorities with company initiatives.
•Experience with all CenturyLink Legacy systems including legacy Qwest Local, National and legacy CenturyTel products, processes including all billing care support.
•Experience and/or technical knowledge in Network ordering, billing and provisioning processes and systems
•Strong interpersonal, communication, customer service, account relationship, time management, organizational and negotiating skills
•Strong problem-solving skills, especially when dealing with incomplete or conflicting information
•Ability to work independently as well as in a team environment.
•Some support activities requires work to be performed in the evening (network cutovers, voice migrations)
•Proficiency with MS Office (Excel, PowerPoint, Word).