RMG Business Sales & Care - Phoenix, AZ

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The primary responsibility of the Account Consultant (AC) is the sales support and service delivery for complex communication solutions for major account customers. The AC assists in identifying and executing account strategy for existing accounts, with a focus on continuous improvement of the customer experience during the order implementation experience and by providing an excellent level of support of all retention, inventory, contract, and billing management responsibilities. In this position the AC will be engaged in the RFP/RFI process. Their role is gathering inventory and pricing information and providing responses to questions regarding billing, contract management, and order implementation processes and policies. This is a customer-facing position. The AC will schedule, plan and participate in customer-site based appointments as well as participate in appointments led by the sales rep. The AC works independently in the execution of documented roles and responsibilities. The AC will often escalate proactively within interdependent departments to accomplish assigned responsibilities. The AC experience allows them to act as a consultant to the customer and as a customer advocate to sales, sales engineering and product management when providing complex or out- of- the box customer solutions. The AC will be conversant in all CenturyLink products and able to identify potential opportunities for new business and upgrades, generate customer interest, and make the appropriate referral to the Strategic Account Manager

Job Responsibilities:

· Manages large and/or complex projects independently or in a cooperative effort with the assigned Project Manager, Service Delivery Coordinator (SDC), or Technical Project Coordinator (TPC) as applicable. As part of the customer base management skills, the AC will have strong negotiation, problem-solving, conflict/trouble resolution, communication, and presentation skills

· Acts as a Subject Matter Expert (SME) in multiple products (including advanced service features and complex products) order processing, systems, contracts, retention, complex pricing and billing mediums. Will sometimes require assistance to plan and execute complex projects

· Completes service orders in a legible, accurate and timely manner

· Interacts effectively as a team member within a major account team organization to support sales objectives

· Makes accurate and timely decisions based on customer needs and business requirements

· Develops, maintains and manages customer relationships from the operational to executive levels throughout the organization

· Contributes to the attainment of revenue objectives by managing orders from the sales stage through to accurate billing and revenue recognition

· Represents CenturyLink to multiple departments and levels within the customer account by understanding how Qwest’s products meet their goals

Job Requirements

Basic Qualifications 3+ years of experience and/or technical knowledge in network services (i.e. private line (copper and fiber), local exchange/trunking, Switched and dedicated long distance, VoIP, WAN iQ, Frame Relay, ATM, Centrex, SHNS, etc.)
· 5 years+ experience in a sales/support customer facing role

· Strong support skills in customer base management and customer relationship building at various levels, and has proficiency in performing customer needs analysis

· Ability to interact effectively with clients, face-to-face and remotely

· Ability to negotiate timelines and resources, internally and externally

· Strong interpersonal communication, customer service, account relationship, time management, organizational and negotiating skills

· Ability to work independently as well as in a team environment

· Proficiency with MS Office (Excel, Word)

· A valid drivers license and satisfactory driving record

· Strong problem-solving skills, especially when dealing with incomplete or conflicting information

· Ability to assess customer needs and desires and suggest solutions and alternatives; this may involve product offerings, or improved ways of conducting business between CenturyLink and the customer

· Experience and/or technical knowledge in Network ordering, billing and provisioning processes and systems

Preferred Qualifications
Preferred Qualifications Knowledge of CenturyLink products, e.g., Voice, Data, IP, VPN, Web Hosting, and CPE

· Experience and knowledge of systems, databases, applications such as BOSS, SOPAD, ORION, CASPER, EFLOW, FRSR, IABS, WFA, TIRKS, Premise, QControl, Qcentral or other types of systems

· BS/BA in Business, Liberal Arts or 5 years equivalent experience

· Experience with pivot table creation and management is helpful, not required

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.

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.