Denver, Colorado

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The Client Support Manager 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 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.

The Main Responsibilities

Develop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility within assigned Tier 2 account base.Manage resolution of customer-impacting billing and service-related issues by facilitating with appropriate internal groups, coordinating completion, and ensuring timely communication.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.Maintain customer inventory for assigned module, including term expiration, keeping integrity with services soldPerform monthly/ quarterly business reviews for assigned customers focused on revenue trends, network performance, open orders, corresponding improvement plans, billing issues, industry trends and company events.Evaluate and report on performance against contracted SLAs.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.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.Other Job Requirements1-3 years of relevant experience

What We Look For in a Candidate

+ 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.

Requisition #: 238911

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.

Denver, Colorado

Lumen is an enterprise technology platform that enables companies to capitalize on emerging applications and power the 4th Industrial Revolution (4IR). This revolution is redefining how we live and work, creating an unprecedented need for an advanced application delivery architecture—designed specifically to handle the complex and data-intensive workloads of next-gen technology and businesses.

 

We integrate network assets, cloud connectivity, security solutions and voice and collaboration tools into one platform that enables businesses to leverage their data and adopt next-generation technologies.

 

Lumen brings together the talent, experience, infrastructure and capabilities of CenturyLink, Level 3 and 25+ other technology companies to create a new kind of company—one designed specifically to address the dynamic data and application needs of the 4th Industrial Revolution.