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Sr Technical Account Manager

CenturyLink, Inc Bellevue, WA
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Job Description

CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband, voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network and a 300,000-route-mile international transport network.

The Sr. Technical Account Manager (TAM) is a trusted business advisor to CenturyLinks specific customers. This role will provide valuable guidance around operations and optimization of a customer's IT environment. When an identified customer using CenturyLink product(s) has something unexpected occur, the Sr. TAM manages the incident to resolution and then follows up to ensure either product improvement within CenturyLink or operational improvement within the customers IT environment. By maintaining a long-term relationship with their customers, TAMs gain an understanding of their customer IT organizations and the overall impact on business, IT goals, and pain points. The Sr. TAM will constantly shoot for high levels of customer satisfaction within an account(s) and feedback into the broader CenturyLink organization how that can best be achieved.

Job Responsibilities
Essential duties and responsibilities include but are not limited to the following:

  • Ensures customer satisfaction by effectively leading and leveraging internal resources at
    multiple levels within CenturyLink and the customer to support CenturyLink Cloud solutions within specific accounts
  • Works directly with customers, sales team members, and other internal organizations as
    necessary to satisfy customer needs
  • Strategically leads internal resources to develop and execute successful support plan(s)
  • Fully understand the customer's IT end-to-end process and create formal CenturyLink processes to ensure high CenturyLink Cloud customer satisfaction in their environment
  • Explain and/or demonstrate knowledge of all services, products and features related to
    CenturyLink Cloud
  • Provide updates to internal CenturyLink Cloud business functions on customer perspectives, risks, strategic insights, issue resolution activities, executive briefings, and outreach requests
  • Use an effective consultative approach to support highly differentiated solutions establishing CenturyLink as a strategic business partner
  • Status customer and originator with any changes or updates.
  • Tracks tickets and service requests from receipt through completion, updates records as
    needed, and verifies the accuracy of the billing record and charges
  • Provides ongoing feedback to the CenturyLink Cloud TAM group on how to increase customer satisfaction

Required Qualifications

  • Minimum of seven years' experience in an enterprise support with a strong understanding of corporate account support needs and knowledge of support industry.
  • Strong customer service skills and experience with direct customer contact.
  • Ability to take ownership and accountability of all requests.
  • Demonstrated interpersonal skills; including the ability to work effectively in a team
    environment as a participant.
  • Strong analytical, decision-making, problem solving, negotiation, communications (oral and written), organizational, project management, team work and presentation skills to lead and influence customer and cross- functional teams
  • Experience with compliance and recommendations with corporate policy, standards, procedures and industry best practices.
  • Ability to work autonomously on multiple projects and associated deliverables while maintaining strong customer focus.
  • Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills.
  • Contributes to team operational precision by participation in community initiatives.
  • Fundamental knowledge in two or more of the following: network and desktop operating
    systems, information worker applications, database systems, messaging, management and operations, security.
  • Proficiency with Microsoft office product suite (Excel, PowerPoint, Word).
  • Bachelors degree or equivalent education and experience.
  • A minimum ten years' experience related experience.
  • Minimum of 3 years in Hosting, Cloud, and/or IP network transport sales or related high tech industry.
  • Must have valid driver's license and satisfactory driving record.

 

 

 

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Alternate Location: US-Washington-Bellevue

Requisition #: 125117

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/ 

EEO Statement

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, œprotected 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.

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.


Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

Job Segment: Account Manager, Information Technology, IT Manager, Consulting, Manager, Sales, Technology, Management











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