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Lumen Customer Support Manager II - Numerous Locations in SEATTLE, Washington

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The Client Support Manager II acts as the customer advocate throughout the lifecycle of the account to help develop account plans and revenue growth plans across the customer base. As the customer concierge, the Client Support Manager II recommends new products/ services while supporting all efforts to renew or rerate customers, answer customer questions, directs the customer to appropriate internal contacts and provides support during times of organizational transitions.

The Main Responsibilities

Knowledge, Skills or Abilities

  • Advanced proficiency with internal Level 3 Service Assurance and Billing processes and systems

  • Strong knowledge and application of Level 3's (or Industry) network and product set.

  • Ability to develop long-term business relationships with key decision makers within organizations.

  • Ability to work closely with the customer and effectively negotiate directly with the customer and negotiate internally on their behalf.

  • Effective at teaming with others across different disciplines, functions and organizations and driving expedient resolution of customer issues.

  • Advanced written, oral communication skills to include presentation skills, interpersonal skills, and a professional business image. Knowledge of MS Office suite.

  • The ability to travel to customer sites.

Essential Duties

  • Develop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility within assigned Tier 1 account base.

  • Conduct periodic calls/ meetings with assigned customers to foster a strong partnership and ensure that the customer's issues are regularly voiced and they are kept informed about ongoing improvement opportunities. Assist Operations with the management and development of customer relationships with Operations so that processes and interface arrangements are understood between the two companies.

  • Evaluate and report on performance against contracted SLAs.

  • Initiate/coordinate request for outages (RFO) with the appropriate internal teams, communicate appropriate information to the customer and ensure appropriate Service Improvement Plans (SIP) are implemented to address the issues.

  • Maintain customer inventory for assigned module, including term expiration, keeping integrity with services sold

  • Manage resolution of customer-impacting billing and service related issues by facilitating with appropriate internal groups, coordinating completion, and ensuring timely communication.

  • Perform monthly/ quarterly business reviews for assigned customers focused on revenue trends, network performance, open orders, corresponding improvement plans, billing issues, industry trends and company events.

  • Portal On boarding/process training. Onboard customers in partnership with SME organization. Review Customer Information Guides with Customer, update when necessary. Liaise with internal departments and customer to ensure all needs are addressed related to onboarding.

  • Responsible for developing and delivering training to CSM peers and participating in the ongoing improvement to the body of knowledge for the CSM role

What We Look For in a Candidate

Preferred Education, Skills and Experience

Education and Experience

  • Experience: 5+ yrs

  • Education Level: Bachelor's Degree

  • Field Of Study: Business

  • Attention to detail with good organizational capabilities.

  • Ability to prioritize with good time management skills.

What to Expect Next

Requisition #: 250072

This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, 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.

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.

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