Client Solutions Manager
SAVVIS Inc. - Town and Country, MO

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Savvis Culture:

Savvis, which merged with CenturyLink in July 2011, is an outsourcing provider of managed computing and network infrastructure for IT applications. By outsourcing to Savvis, enterprises can focus on their core business while Savvis ensures the quality of their IT infrastructure. Leading IT organizations around the world have selected Savvis to help them improve their service levels, reduce capital expense and deal with the rising costs of bandwidth, energy, real estate, staff and expertise. As a pioneer in utility computing, Savvis understands and harnesses the latest advances in technology such as virtualization, cloud computing and support process automation.

Title: Client Solutions Account Manager

Reports to: Manager of Client Solutions

Direct Reports: None

Location: St. Louis, MO

Description: The SAVVIS Client Solutions Account Manager is a front line customer support role. This person is accountable for maintaining high customer satisfaction/loyalty levels through the non-technical support of current customers.

Position Objectives:
  • Ensure the most positive customer experience by providing real time, reactive phone and web support to address various client requests
  • Assist in the reduction of customer churn but driving customer issues to the appropriate organization
  • Reinforce the analysis of process improvement by escalating ideas or issues that may have an impact on internal processes and/or the customer experience
  • Support the growing customer loyalty culture by acting as an advocate for change
  • Understand churn reasons and ensure effective disconnects on the front-end; until the end of the disconnect automation implementation
Essential duties:
  • Monitor the ACD, email and/or Eloqua systems daily to accept customer requests.
  • Escalate customer issues to appropriate departments
  • Act as customer’s liaison to assist in finding solutions to issues
  • Participate in special sales projects
  • Manage customer expectations for migrations, customer-facing infrastructure changes and pricing exercises
  • Exercise “best practices” as implemented by the Loyalty Programs
  • Provide quarterly communications (e-newsletter) to assigned accounts
  • Investigate and discuss customer contract terms and conditions as necessary
  • Ensure accurate contact updating for assigned accounts
  • Engage support resources to assist in resolving various customer issues
  • Maintain ownership of customer inquiries until resolution and satisfaction is reached
  • Manage the front-end of the disconnect process
  • Ensure accurate reason codes for partial and full cancellations
  • Identify process improvement areas based on customer inquiries
  • Drive customers to self-service portal
  • Identify self-service opportunities based on customer inquiries
Required skills:
  • 2 year prior account management or customer service experience
  • Strong verbal and written communication skills
  • Good data entry skills with accuracy over speed being preferred
  • Working knowledge of Microsoft Office
Desired skills:
  • Working knowledge of Vantive, Siebel, Insight and SAVVISStation
  • Positive “customer advocate” attitude
  • Working knowledge of VOC/NPS methodologies and practices
  • Experience in IT or other high tech industries
Education or Equivalent Experience:
  • Bachelor’s degree or equivalent experience
Federal law requires all employers to verify the identity and eligibility of all persons hired to work in the United States. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. No phone calls, please.

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