Senior Client Relationship Manager (Dedicated Account)

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Date: Jan 10, 2019

Location: Singapore, 01, SG, 0000

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 customer’s trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

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.

Location (Country): Singapore

Purpose of Position: The person is responsible for managing the client relationship with respect to all aspects of service management including on-going service auditing and improvement initiatives.  Oversees the installation of new services, all aspects of ongoing delivery of services in a steady-state environment, and the resolution of service issues.  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.

Work as part of a global team of Client Relationship Manager (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 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
  • Up to 30% travel required (Including international travel)

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

  • Bachelor degree
  • Minimum 3 – 5 years, service management experience

 

Requisition #: 208072

EEO Statement

No Discrimination. 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, 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. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.

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.


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