Partner Support Manager - Los Angeles/San Diego/Irvine
Broomfield, CO

Job Description

CenturyLink (NYSE: CTL) at http://www.centurylink.com 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 at http://www.centurylink.com/ for more information.

General Summary

The Partner Support Manager acts as the customer and partner advocate throughout the lifecycle of the account to help develop account plans and revenue growth plans across the customer base. As the customer and partner concierge, the Partner 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.

Job Description

Develop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility within assigned partner 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 and Partner, update when necessary. Liaise with internal departments, customer and partner to ensure all needs are addressed related to onboarding.

Maintain customer inventory for assigned module, including term expiration, keeping integrity with services sold

Perform 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 and partners 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 all 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 Requirements

* Intermediate proficiency with ordering and billing processes and systems


* Working knowledge and application of CenturyLinks'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 resolution of customer issues.


* Written, oral communication skills to include presentation skills, interpersonal skills, and a professional business image. Working knowledge of MS Office suite.


* The ability to travel to customer sites.



Physical requirements

Regular and consistent attendance is an essential function of this position. Sits five to seven hours per day. Stands and or walks one to three hours per day. May bend, reach, stoop and crouch throughout the day. Should have the ability to hear, speak and see effectively to perform the necessary tasks of this position. Manual dexterity is occasionally required. The position may require frequent movement and activity relating to using keyboards, viewing data on computer displays, and communicating verbally and in writing to the needs of others. The employee may occasionally lift and/or move up to 10 pounds. Working Conditions: Work is performed in an office environment. The noise level in the work environment is usually moderate. Lighting and temperature are adequate and there are no hazardous or unpleasant conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Education

Bachelors or Equivalent in Business or Communication

Competencies

* Champions Change


* Collaboration


* Communication and Influence


* Customer Focus


* Decision Making and Problem Solving


* Diversity and Inclusion


* Engagement and Commitment


* Financial Acumen


* Get Results


* Growth and Innovation


* Ownership and Accountability


* Self Aware Learner



Alternate Location: US-California-Irvine; US-California-Los Angeles; US-California-San Diego

Requisition # : 211153

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

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.