Account Consultant job - CenturyLink - China, ME

Purpose of Position:

The position is primarily responsible for the sales support and servicing of complex network communication solutions (IP, data, optical, etc.) for Business Customers. This is accomplished by understanding the customer’s business needs and strategies, building relationships and long term partnerships with the customer and developing and applying solutions to those needs and strategies.

Position Summary:

• Responsible for attainment of revenue objectives and service quality objectives for network customers.
  


• Actively engages and coordinates with customers, ensuring superior service levels are maintained and leading customer specific quality improvement plans as documented and identified in the Service Plan.
  


• Demonstrate knowledge of the organization’s entire product line.
  


• Recommends products/services that fit well with clients business needs.
  


• Actively works and coordinates activities in support of sales, with numerous teams that support the provisioning, design, installation and billing of sales to customers.
  


• Onboard and support clients’ network orders for the life of the customer.
  


• Ensures clients receive high-quality customer service, informs clients of new products/services as they are introduced.
  


• Proactively identifies and proposes process improvements that can increase customer satisfaction.
  
  

Minimum Requirements:

Customer Communications and Support

• Service Issues
  


• RFO
  


• Event Management
  


• Change Management
  


• Emergency Maintenance and status updates
  


• Request for SLA credit
  


• Attend and Coordinate Service reviews
  


• Interval Expectation Setting
  


• Trouble Ticket Escalations
  

Implementation Support

• Manage Implementation
  


• Coordinate Service Activation/ Turn-up
  


• Service Delivery Escalation
  


• Work Expedites
  


• Provide Project Management for complex installs
  

Billing Support

• Ensure Billing Accuracy
  


• Perform Billing Corrections and Process Billing Credits
  


• Process Contract Credits
  


• Process TLA Charges/ Waivers
  


• Provide Proactive Credit/ Collections Management/ Aging Reports
  

Sales and SE Support

• Manage Customer Relationships
  


• Support International Engineering and SE
  


• Assist, Sales & Product to resolve engineering designs.
  


• Network Process SME
  


• Deliver & recommend training
  


• Work w/ SE on non-CPE orders linked with CPE order
  

Vendor Management

• Ensure close working relationships maintained with main APAC vendors ensure SLAs are met and that costs can be cut whenever applicable
  


• Operational relationship with all major APAC Carriers, to ensure smooth operations escalations with Carrier Management
  

Engineering and Migration Support

• Perform Inventory Management
  


• Spares & RMA process
  


• Circuit database and evaluation of current structure evolving into new structure
  


• MOPS & action plans for migrations and testing of new circuits
  


• MOPS & action plans for testing all protection protocols with sub carrying vendor networks
  


• Engineering & Provisioning Support
  

Additional duties as directed by the Director of Solutions Engineering.

Required skills:

• Complete understanding of the sales and delivery process
  


• Self-managed, ability to work independently as well as in a team environment in a fast paced and demanding environment
  


• Knowledge of CenturyLink products; e.g., Voice, Data, IP, VPN, Web Hosting, and CPE is desired.
  


• Proficient with common office applications, including MS Outlook, MS Excel, and MS Visio
  


• Excellent organizational, interpersonal, and communication skills (oral, written and presentation)
  


• Ability and willingness to share knowledge and expertise among various organizations within the company
  


• Ability and willingness to take the initiative to facilitate teamwork within the various organizations of the company to serve the customer
  


• Ability to work in a team environment and demonstrate strong problem solving skills
  


• Flexibility to handle varying workload, and still meet tight deadlines
  


• Ability to multi-task and work multiple projects simultaneously.
  


• Familiarity with enterprise and carrier voice over IP systems and solutions from key vendors
  


• Knowledge of computer environmental facilities including power distribution, uninterruptible power switching systems, generators, air handling equipment, cabling and cable management systems, fire suppression, and security
  

Education or Equivalent Experience:

• BS/BA in Business, Liberal Arts, Economics, MIS/CIS, or other related field
  


• 5+ years of experience with CenturyLink Products and Systems, QC and QCC or related Telecom experience
  

Success Measurements

• Churn management
  


• Installation, billing interval, and accuracy
  


• NPS Customer Satisfaction Scores
  

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