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Partner Support Manager - Los Angeles/San Diego/Irvine

Company: CenturyLink
Location: Broomfield
Posted on: July 12, 2019

Job Description:

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. General Summary The Partner Support Manager is 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 re-rate customers, answer customer questions, direct the customer to appropriate internal contacts and provide 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, facilitate with appropriate internal groups, coordinate completion, and ensure timely communication. * Onboard customers in partnership with SME organization. Review Customer Information Guides with Customer and Partner, and update when necessary. Liaise with internal departments, customer, and partners 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, focusing 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 that they are kept informed about ongoing improvement opportunities * Assist Operations with the management and development of customer relationships 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 * 2+ years in a related role * Skill and ability to partner directly with customers and effectively negotiate on their behalf internally * Expert skills in MS Office suite * Skill and ability to deliver presentations to customers and internal stakeholders * Ability to travel to customer sites #LI-POST 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

Keywords: CenturyLink, Broomfield , Partner Support Manager - Los Angeles/San Diego/Irvine, Executive , Broomfield, Colorado

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