CenturyLink MGR CLIENT RELATIONSHIP MGMT II in Winnersh, United Kingdom
CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband, voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network and a 300,000-route-mile international transport network.
Manager, Client Services EMEA
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.
Purpose of Position: The Client Services Manager is accountable for a subset of CenturyLink clients with focus on revenue retention and team management and customer loyalty. This role has direct responsibility for supporting CSPs, in owning resolution of all client affecting issues throughout the service lifecycle (quotes, projects, operations and billing). The CSM 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 CSPs 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
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 staff in the Winnersh Office and when required on Client premises.
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 # : 125723
Please Note: The following posting is for a Project-Based position with a defined start and end date (limited term). Depending on the project, the term of employment will be between 3 and 24 months. The employment end date will be tied to the project end date (although there is no guarantee of continued employment at any point).
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.