SR CUSTOMER SUPPORT MANAGER EMEA

Lumen Technologies (Nanterre, France) Publié il y a 4 jours

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

Acts as the ultimate customer advocate and single point of contact throughout customer lifecycle. Implement cross-sell and up-sell initiatives increasing overall total customer spend within embedded named customer accounts. The key responsibility will be to act as the primary face to the customer for account stewardship ensuring a positive customer experience and leading to increased customer retention and revenue growth.

The Main Responsibilities
  • Assist with the management and development of customer relationships with Lumen Operations so that processes and interface arrangements are understood between the two companies.
  • Expedite customer-impacting processes by facilitating requests with appropriate internal groups, coordinating completion, and ensuring timely responses. Analyze or evaluate that the contracted services are provided to the agreed Service Level Agreements (SLA’s).
  • Facilitate/initiate service inventory integrity. Maintain customer records, including account history.
  • Meet with customers and re-confirm mutual expectations of business governance activities related to the stewardship of the account.
  • Perform comprehensive monthly and quarterly customer strategic business reviews and develop improvement plans focused on service experience, spend overview and open order status inventory.
  • Assist in onboarding customers. Review Customer Information Guides with customer, update when necessary. Liaise with internal departments and customer to ensure all needs are addressed related to onboarding.
  • Provide support to billing/financial services with sales funnel management and RFP support for upsell/retention.
  • Conduct usage analysis of specific products to determine if there is potential for up-sell.
What We Look For in a Candidate
  • Experience in developing long-term business relationships with key decision makers within organizations
  • 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 and company priorities
  • Knowledge of new technologies and selling points along with knowledge of the sales cycle
  • 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
  • The ability to travel to customer sites
  • Working knowledge of the applicable tools & techniques of customer support within telecommunications
What to Expect Next

Alternate Location: FR-France-France

Requisition #: 229041

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.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.

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SR CUSTOMER SUPPORT MANAGER EMEA

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