CenturyLink Senior Client Relationship Manager (Dedicated Account) in Singapore, Singapore
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 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
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
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)
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
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
Minimum 3 – 5 years, service management experience
Requisition #: 208072
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.
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.