CenturyLink is the third largest telecommunications company in the United States and is recognized as a leader in the network services market by technology industry analyst firms. The company is a global leader in cloud infrastructure and hosted IT solutions for enterprise customers. CenturyLink provides data, voice and managed services in local, national and select international markets through its high-quality advanced fiber-optic network and multiple data centers for businesses and consumers. CenturyLink is an S&P 500 company and is included among the Fortune 500 list of America’s largest corporations.
Savvis, is a CenturyLink company, and is a global leader in cloud infrastructure and hosted IT solutions for enterprises. Nearly 2,500 unique clients, including more than 30 of the top 100 companies in the Fortune 500, use Savvis to reduce capital expense, improve service levels and harness the latest advances in cloud computing. By outsourcing to Savvis and CenturyLink, enterprises can focus on their core business while we ensure the quality of their IT infrastructure automation.
The scope of this position is to lead a Management Team of Account Consultants in the support, acquisition, growth, and retention of CenturyLink's existing customer base by heading up all post-sale service issues relating to ordering, provisioning, billing, analysis, performance, and reliability of CenturyLink Products and Services.
The Manager for the Post Sales Management organization will provide second level guidance and direction on sales and support issues to ensure customer satisfaction with CenturyLink products and services availability and reliability. This includes providing internal contact expertise, advice and direction to the Sales Teams, and the customer base which contributes to both the sales process (Pre sale) and the support process (Post sale).
This position is the escalation point for all customers and Sales and Support team members who need additional support and assistance to resolve critical or complex order, billing and service issues. The manager is responsible for driving process and product improvement within our operational teams. They coordinate and direct all of the support team workload, assignment and provide overflow and critical customer care guidance and support.
Responsibilities include but are not limited to:
Managing and guiding a multi-state team of Account Consultants in the Enterprise Markets Group to provide Post-Sales support to CenturyLink sales teams and customers.
Leading and supporting post sales resources as appropriate in winning significant sales opportunities including participating in RFP responses.
Serves as a coach and mentor to a group of Account Consultants.
Provide programs for cross training, hiring, retention, and skills development for team members.
Actively participate in billing and ordering escalation, trouble escalation, isolation, resolution, and post event analysis and customer presentation.
Active involvement in customer installation and repair escalations and expedites.
Participate in continuing process improvement around CenturyLink Ordering, Billing Repair and Provisioning process, for both Sales and Operations issues.
Develop and maintain strong relationships with a variety of CenturyLink internal groups including Sales and Sale Management, Customer Care Centers, Network Operations, Repair Centers and more as necessary.
Develop and maintain in depth knowledge of any Custom or Master Service contracts to ensure adherence to reporting, ordering, billing and mandated SLA requirements. Job Requirements
Bachelor's degree in Engineering or a related field or equivalent experience
Strong communication (oral and written), leadership, organizational, presentation, project management and team building skills
Must be results focused and well versed in a broad set of network and IP products
Ability to support/interact with large customers/accounts
Valid Driver’s License and satisfactory driving record
5 years experience with CenturyLink products, processes and support functions with experience working with Billing and Ordering, Repair Centers and Operation organizations Company Statement CenturyLink is an industry-leading provider of communications, high speed Internet and entertainment services from coast to coast. Our combination of business and residential service solutions – including home and wireless voice solutions and digital television – provide innovative solutions to our customers. CenturyLink is proud to be a participant in the U.S. General Services Administration Networx program, the largest communications services contract in the world. CenturyLink offers you the opportunity to develop and cultivate your career as we lead the communications industry into the future. 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.