CenturyLink Senior Client Service Manager in Singapore, Singapore

CenturyLink (NYSE: CTL) is a US$18B leading global IT solutions provider that powers the Hybrid IT needs of 98% of Fortune 500. We offer managed hosting, cloud, network and managed services.

Location (Country): Singapore

Job Purpose:

The Senior Client Service Manager is responsible for managing the client relationship with respect to all aspects of service delivery. He/She will oversee 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, will work closely with Sales to identify new business opportunities and renew existing services to their assigned client account(s). Primary responsibilities include conducting regular customer meetings, incident awareness and escalation, issue trending and problem management, and cure plan development and execution.

Position Objectives:

  • Revenue retention and growth for assigned customer base

  • Manage the client relationship and gain Trusted Advisor status

  • Achieve and maintain reference status with assigned client(s)

  • Serve as Customer Advocate

  • Promote solution stability through incident trend analysis, problem management, and cure plan development and execution

  • Ensure efficiency and effectiveness in our support model. Activities include maintaining regular audits, contact management, customer specific support procedure coordination.

  • Align with sales teams to develop account strategies and meet with targeted customers on a regular basis to strategically build a partnership and grow revenue

Essential duties:

  • Provide Program Management expertise in managing Service Level Agreements and other aspects of the client contractual agreement

  • Communicate effectively with peers, superiors and subordinates, as well as C-Level Executives on client and within the organisation

  • Coordinate all client communications including weekly and monthly reporting, crisis management and escalations

  • Maintain proactive customer communication to foster a high touch relationship. Develop and maintain project plans and action item lists and conduct regular customer status meetings to keep projects and actions on track with dates and owners

  • Schedule and lead effective team meetings which will include field and/ or corporate resources.

  • Successfully interact with other organizations within the organisation to deliver seamless implementations & service to clients

  • Serve as an escalation point 24/7 for production impacting incidents

  • Incident report creation and distribution

  • Coordinate change management activities by liaising with clients, Global Change Management, and our Service Center (activities include patching, standard maintenance, and customer specific changes).

  • Facilitate resolution of issues pertaining to billing, AR, credit requests and billing disputes.

  • Facilitate 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 our 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.

Required skills:

  • Strong interpersonal communication, presentation, organization and planning skills

  • Must possess initiative with strong analytical, problem solving skills and ability to make complex decisions in potentially ambiguous situations

  • Strong understanding of Project Management Methodology including the ability to create and monitor project plans and to drive and develop tasks associated with plan

  • Ability to work independently or as part of a team within a client site

  • Strong leadership qualities and strategic skills

  • Prioritization and time management skills. Ability to execute tasks in a high-pressure environment is crucial.

  • 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

Desired skills:

  • Strong aptitude/skills in communication, presentation, and information technology

  • Demonstrated successful client interaction skills

  • Competency with the operational aspects of providing complex hosting and IP services.

  • Mix of consulting and operational experience

  • In-depth knowledge of CenturyLink offerings, products and services

  • Understanding of Information Technology Infrastructure Library (ITIL) framework

Education or Equivalent Experience:

  • Bachelor’s degree or equivalent experience

  • Minimum 8 to 12 years progressive program management experience, including 5-7 years in consulting and/or technical management

  • Demonstrated ability to manage large, complex programs with multiple projects

  • Demonstrated ability to communicate at all levels within an organization

  • PMP Certification preferred

Requisition #: 137439

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.