Client Support Manager II

CenturyLink   •  

Rochester, NY

Industry: Telecommunications


5 - 7 years

Posted 36 days ago

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 is a key member of the sales team, contributing to the delivery of the sector’s sales targets and business objective as the primary face to the customer for account stewardship ensuring a positive customer experience and leading to increased customer retention and revenue growth.

Job Description

Customer Facing

•Ultimate customer advocate, single point of contact throughout customer lifecycle

•Implement cross-sell and up-sell initiatives increasing overall total customer spend within embedded named customer accounts.

•Develop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility.

•Main sales contact to the customer for situations involving AD transition or open territory coverage.

•Meet with customer ongoing and re-confirm mutual expectations of business governance activities sales and commercial inquiries and general issues related to the stewardship of the account.

•Prepare and issue quote(s) and proposals on named account base.

•Perform comprehensive monthly and quarterly customer strategic business reviews & develop improvement plans focused on:

  • service experience
  • spend overview
  • open order status
  • inventory

•Portal On boarding/process training. Onboard customers in partnership with SME organization. Review Customer Information Guides with Customer, update when necessary.

•Assist operations with the management and development of customer relationships with Operations so that processes and interface arrangements are understood between the two companies.

•Facilitate/initiate service inventory integrity.

•Ensure that the contracted services are provided to the agreed SLAs.

•Field and ensure execution of MACD activities.

•Initiate/Coordinate RFO on behalf of customer and once delivered ensure customer understanding.


Internal Facing

•Expedite customer-impacting processes by facilitating requests with appropriate internal groups, coordinating completion, and ensuring timely responses.

•Maintain customer record, including account history.

•Build and maintain excellent Ecosystem relationships.

•Usage analysis of specific products and determine if there is potential for up-sell.

•Provide sales funnel management for upsell of named CSM accounts.

•Provide RFP support for upsell and retention of named CSM accounts.

•Provide support to billing/financial services to ensure contracted payment terms are adhered to and revenue targets are met.


Required Experience:

•5-7 years’ experience in a Telecommunications customer-facing environment supporting Enterprise Customers.

•Experience in developing long-term business relationships with key decision makers within organizations, with a proven knowledge of the sales cycle.

•An ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf.

•Drive balanced communication with tact and diplomacy, while juggling competing customer & company priorities.

•Extensive knowledge of new technologies and selling points which includes enhancing expertise in the company's product application technologies.

•Strong understanding of IP Products and Services.

•Experience in teaming effectively with others across different disciplines, functions and organizations.

•Strong written, oral communication skills to include presentation skills, interpersonal skills, and a professional business image.

•Ability to multi task and meet multiple timelines.

•The ability to travel to customer sites.

•Working knowledge of the applicable tools & techniques of customer support within telecommunications.

•Working knowledge of MS Office suite.


Associates or Equivalent in Other or Marketing

Requisition #: 206932