MGR CLIENT RELATIONSHIP MGMT I

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Date: Oct 16, 2017

Location: Winnersh, WOK, GB, RG41 5TP

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.

 

Manager, Client Services - Global

CenturyLink is a global IT solutions leader that powers the needs of businesses of all sizes through our hybrid IT services including public and private cloud, data centre colocation, managed hosting and network services.

In Europe, we work with leading brands, such as Cancer Research UK, easyJet, Euromoney, G4 Security and Universal Music. Every day we help our clients to deliver agility, innovation and speed to market for their businesses. Every minute they harness the scalability and economics of cloud-based technologies.

An S&P 500 company, CenturyLink is included amongst the Fortune 500 list of America's largest corporations, employing over 48000 people worldwide with operating revenue in excess of 17 billion dollars.

 

Job Responsibilities:

The Manager, Client Services - Global is accountable for our largest global financial client with a focus on revenue retention, team management and customer loyalty.  This role has direct responsibility for supporting a team of global client service partners in owning resolution of all client affecting issues throughout the service lifecycle (quote, provisioning, projects, operations and billing).  The Manager, Client Services - Global will assist with development and execution of service strategy and will develop a successful team of direct reports and cross organizational processes in support of improving client relationships.  Industry and leadership experience are core competencies needed to provide business, financial and contractual guidance to Client Service Partners (CSP’s) and the customer base.

 

  • Effective on-boarding of all new clients (providing assistance to team with development of bespoke processes and documentation)
  • Provide a senior point of escalation (in and out of hours) for service issues
  • Lead MCO investigations and ensure RCA reports are provided
  • Customer Health report provided by all team members on a weekly basis, up to date and accurate
  • Review Customer Health report and provide escalation assistance proactively to team as required
  • Service reviews held monthly for all clients (unless agreed exception) and service review report uploaded to SharePoint
  • Scorecards received monthly from strategic, enterprise & major clients
  • Exec reviews held quarterly for all enterprise clients
  • Training provided on service management processes to sales and service teams
  • Successful completion of Net Promoter relationship survey
  • 100% accuracy send rate and 70% response rate, with a minimum of 1 representative from each participant category
  • Increase of NPS score year on year
  • Operate the Closed Loop Process, OLAs met regarding Problem Records

 

Minimum Qualifications:

  • Significant progressive experience, including experience in Service management, technical management and operational experience
  • Minimum of 2 years previous management experience with direct reports
  • Ability to identify, recruit and develop a high performing staff
  • Excellent planning, decision making and problem-solving skills
  • Ability to be flexible and adapt quickly to change
  • Proven track record of  multiple complex client migrations and renewals and on-going service management
  • Be available to support the client and direct reports (global) with weekly attendance to the client site

 

Preferred Qualifications:

  • Demonstrated level of success in the development of support teams and individual contributors
  • In-depth knowledge of CenturyLink’s products and services
  • Experience of managing relationships at senior level internally and within the customer organisation
  • Industry knowledge of SLAs, contract terms, service reviews, managed hosting, colocation, datacenter operations, Data Networks and Cloud Computing
  • ITIL, Prince2, technical certification tracks

 

Alternate Location:  UK-Berkshire-Winnersh 

Requisition #: 133609 

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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