Client Support Manager II
Lumen

The Role

The primary responsibility of the Client Support Manager is to provide sales and sales support for complex communications product solutions (data, voice, IP, etc.) for Lumen customers. The Client Support Manager is a key member of a Sales team, who is responsible for customer life cycle management and retention.  As a primary interface with both internal and external customers, the Client Support Managers service and skills make a positive contribution to the strength of Lumen’s relationship within our accounts.

The Main Responsibilities

Complete service orders in a legible, accurate and timely manner.

• Interact effectively as a team member within a Commercial Account Team organization to support achievement of sales objectives and deliver Lumen’s Spirit of Service.
• Partner with Sales, Service and Support personnel to strategically support accounts.
• Make accurate and timely decisions based on customer needs and business requirements.
• Develop, maintain and manage customer relationships from the operational to executive levels throughout the organization.
• Ability to contribute to the attainment of revenue objectives by managing orders from the sales stage through to accurate billing and revenue recognition.
• Ability to effectively represent Lumen to multiple departments and levels within the Account, by understanding how Lumen’s products meet their goals.
• Project Management of the activities of multiple Lumen departments such as Contracts, Pricing, Order Entry, Provisioning, Design, Installation and Billing on behalf of Lumen Customer to install new service, or to coordinate moves, adds or changes to existing service.

What We Look For in a Candidate

• 5-7 years experience in a Telecommunications customer-facing environment supporting Enterprise Customers. 

• Experience in developing long-term business relationships with key decision makers within organizations, with a proven knowledge of the sales cycle.
• An ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf.
• Drive balanced communication with tact and diplomacy, while juggling competing customer & company priorities.
• Extensive knowledge of new technologies and selling points which includes enhancing expertise in the company's product application technologies.
• Strong understanding of IP Products and Services.
• Experience in teaming effectively with others across different disciplines, functions and organizations.
• Strong written, oral communication skills to include presentation skills, interpersonal skills, and a professional business image.
• Ability to multi task and meet multiple timelines.
• The ability to travel to customer sites.
• Working knowledge of the applicable tools & techniques of customer support within telecommunications.
• Working knowledge of MS Office suite.

What to Expect Next