Manager Base Management - Client Services - NY

Date: Feb 16, 2019

Location: New York, NY, US, 10021

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 Manager, Base Management aligns and positions the Client Support Management Team to drive the optimal revenue and client experience. This experienced, industry professional has significant customer-facing client service responsibilities.

Job Description

  • Drive consistency throughout day-to-day operations: standards, tools, best practices, process knowledge and communication.
  • Escalation assistance and situation management to drive for internal and external issue resolution coordinating across sales, service delivery, billing and service management.
  • Ensure CSM team partners closely with AD/SE teams in order to grow revenue and provide superior customer experience.
  • Ensure coordination and cross alignment with Client Support Management across the sales organization.
  • Ensure positive on-boarding experience for new hires (tools, training, resources, etc) and drive optimal ramp time to full productivity.
  • Implement best practice and solutions to channel’s business and customer needs.
  • Manage resource allocation to ensure assigned account bases allow appropriate sales and client support.
  • Oversight of Key Performance Indicator’s such as revenue, revenue retention, sales, quoting, client survey feedback.


  • 6+ years of related customer-facing client services experience
  • Experience in a telecommunications customer-facing environment supporting telecommunication customers.
  • Ability to manage programs and people across multiple channels and sales teams.
  • Ability to influence senior levels of organization.
  • Excellent communication skills.
  • Ability to identify common needs and issues across the organization.


Preferred Qualifications

  • More than 7+ years of applicable experience
  • Bachelor’s degree in business or related field



Alternate Location: US-New Jersey-Jersey City; US-New York-New York

Requisition #: 209379

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at 

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.


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.

Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

Job Segment: Telecom, Telecommunications, Manager, Consulting, Technology, Management, Customer Service

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