The job below is no longer available.
You might also like
in Mclean, VA
- U.S. Navy • 30d ago
Urgently hiring 6.7 mi Use left and right arrow keys to navigate 
$16est. per hour Managed Care Advisors • 10d agoUrgently hiring 6.7 mi Use left and right arrow keys to navigate- General Dynamics Information Technology • 2h ago
4.7 mi Use left and right arrow keys to navigate - $30
est. per hour
US|Client Support Manager - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Mclean, VA Mclean, Virginia |
About this job
Summary
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
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.
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.
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.
#AF1
#GLDR
#LI-LC1
Essential DutiesPreferred Education, Skills and Experience
Education and Experience
About Level 3
Level 3 (LVLT) provides global communication services that strengthen the growth, efficiency and security of enterprise, government and carrier customers around the world today, Level 3 serves customers in more than 500 markets, spanning three continents and more than 60 countries.
Level 3 Connecting and protecting the networked world
To learn more go to
falseLevel 3 (LVLT) provides global communication services that strengthen the growth, efficiency and security of enterprise, government and carrier customers around the world today, Level 3 serves customers in more than 500 markets, spanning three continents and more than 60 countries.
Level 3 Connecting and protecting the networked world
To learn more go to
Your Privacy Choices