SR CLIENT RELATIONSHIP MANAGER

Date: Jul 25, 2019

Location: LONDON, GB, EC4M 7RB

About CenturyLink

CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

Our Company

We are the third largest telecommunications company in the United States.  With deep IT infrastructure experience, plus an advanced network at the foundation, CenturyLink’s agile and customizable hybrid IT solutions enable businesses to focus on delivering results for their customers. CenturyLink accolades include being ranked No. 3 on CRN’s “20 Coolest Cloud Infrastructure, IaaS Vendors of 2014,” named as the No. 2 retail colocation provider in the U.S. by Synergy Research Group and Frost & Sullivan, and earning multiple cloud and managed hosting recognition from leading technology analyst firms. An S&P 500 company, CenturyLink is among the Fortune 500 list of America’s largest corporations. 

Our People

Our team operates as an extension of our clients business.  Our clients put their trust in our people and our solutions and we deliver to that trust.  We collaborate internally and externally with credibility and discipline.  We demonstrate agile leadership with a confidence in our abilities to deliver, whilst at the same time ensuring that we continue to raise the bar in all that we do.  Our people are encouraged to face challenges with courage and confidence and to remember that our clients have placed their trust in what they do each day.

Job Summary

Purpose of Position: The Client Service Partner is responsible for managing the client relationship with respect to all aspects of service management including on-going service auditing and improvement initiatives.  The Client Service Partner oversees the installation of new services, all aspects of ongoing delivery of services in a steady-state environment, and the resolution of service issues.  In addition, the Client Service Partner works closely with the Account Sales Team to provide regular client health state reporting, identify new business opportunities and renewing existing services.  Primary responsibilities include conducting regular client meetings (service performance reviews, installation reporting, incident reporting, problem management/trending reporting, change management), project management (small projects), development and execution of service improvement plans across the solution lifecycle to improve the overall client experience.

 

The Client Service Partner (CSP) will work as part of a global team of Client Service Partners (New York, London and Japan) and will work alongside a dedicated Client Technical Advisor (CTA), operations center engineers (TSEs), Program Managers and the regional/global delivery installations teams with an allocation of time

Position Summary

  • Be the reference point for client contact(s)
  • Managing the client relationship and gain a trusted advisor status
  • Serve as the customer advocate
  • Perform weekly/monthly service performance reviews
  • Promote solution stability through audit, reviews, trending across incident, problem, change and proactively develop/execute improvement plans to improve the overall client experience
  • Forecasting  (revenue retention, growth and churn)
  • Achieve and maintain reference status with assigned client(s)
  • Ensure efficiency and effectiveness in the CenturyLink Technology Solutions support model.  Activities include maintaining regular audits, contact management, customer specific support procedure coordination
  • Ensure full understanding of the client contract, expectations and SLA’s and ensure CenturyLink Technology Solutions delivers to those items
  • Align with sales teams to develop account strategy and meet with  customers on a regular basis to strategically build a partnership and grow revenue 
  • Oversee Service Delivery installations with weekly reporting
  • Improve efficiency and effectiveness for the client, operating as part of a global service management team with on-call rota participation to provide 24 x 7 escalation coverage

Minimum Requirements

  • Demonstrated successful client interaction skills
  • Strong interpersonal,  communication, presentation, organization and planning skills
  • An ability to work independently (whilst based at the client site) and as part of a global team with strong analytical, problem solving skills and decision making skills
  • Ability to compile reports (Incident, Problem, Change) for  both an external customer and internal management audience
  • Prioritization and time management skills
  • Ability to execute tasks in a high-pressure environment is critical
  • Ability to work with both entry level personnel and Senior level executives
  • Ability to identify business development and "add-on" sales opportunities
  • Team player mentality and excellent work ethic

Preferred Requirements

  • Experience of service management in the Financial sector
  • Experience of real-time data services
  • Competency with the build and operational aspects of providing complex hosting, network and security services
  • Mix of consulting and operational experience
  • Certified in ITIL (Information Technology Infrastructure Library)
  • Experience of delivering successful project and service improvement plans

Essential Duties

  • Provide service management expertise in managing Service Level Agreements and other aspects of the client contractual agreement
  • Communicate effectively with peers and superiors as well as C-Level Executives within both the client and CenturyLink organizations (e.g. internal and external)
  • Coordinate client communications including weekly/monthly reporting with participation in major incident management and responding efficiently to client escalations
  • Maintain proactive customer communication to foster a high touch relationship.  Develop action item lists and conduct regular customer status meetings to keep service improvements on track with dates and owners
  • Schedule and lead effective team meetings to include all stakeholders e.g. Sales, Design, Build and Operational resources to ensure engagement for improved client experience.
  • Successfully interact with other organizations within CenturyLink Technology Solutions to deliver seamless implementations & service
  • Serve as an escalation point for production impacting incidents
  • Incident report creation and distribution in line with contractual committments
  • Act as a stakeholder in projects delivery, working with the Project Management team to escalate client project issues if necessary
  • Oversee change management activities by liaising with clients, Global Change Management, and the CenturyLink Operations & Release Management Teams  (activities include patching, standard maintenance, and customer specific changes)
  • Facilitate resolution of issues pertaining to billing, AR, credit requests and billing disputes
  • Facilitate small order process for customer moves, adds, changes, and deletes
  • Provide regular CRM audits to ensure an accurate depiction of services, contacts, and procedures
  • Prepare, schedule and facilitate regular client service reviews according to established best practices.  These reviews highlight existing client services, any opportunities for new business, the status of account plans, and service levels. 
  • Support the CenturyLink Technology Solutions Client Loyalty program through customer education, and by encouraging client contacts to participate in the program by providing their feedback.  Respond to survey alerts by adhering to the closed loop process 
  • Renew clients contracts successfully
  • Mitigate revenue churn

Promote new & additional Services to the assigned clients

Education or Equivalent Experience

N.B.

All employees or contractors that work on behalf of CenturyLink UK Ltd may be asked to undergo vetting or security clearance based on the work carried out and the requirements of our clients.  It is a condition that the successful applicant is able to pass these checks. 

Alternate Location:  UK-London-London Other 

Requisition #: 212698 

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.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.

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/ 


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