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Lumen Client Support Manager II - 911 - Work From Home in Columbus, Ohio

About Lumen

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

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 Public Safety / 911. 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.

Requisition #: 253811

EEO Statement

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, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

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.

Salary Range

Salary Min :

45234

Salary Max :

112008

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :

45234

Salary Max :

112008

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

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