Posted: Saturday, September 2, 2017 3:18 PM
SummaryThe Partner Support Manager acts as the customer and partner advocate throughout the lifecycle of the account to help develop account plans and revenue growth plans across the customer base. As the customer and partner concierge, the Partner Support Manager 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.Engage with customers directly reviewing product and business needs with the goal to upsell, upgrade, and retain their business.Be willing to engage with internal technical teams to strategize best offerings to customers when renewing their service.Provide exceptional customer service to customers helping improve Level 3 customer loyalty.Knowledge, Skills or Abilities Intermediate proficiency with internal Level 3 Service Assurance and Billing processes and systems Working 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. Written, oral communication skills to include presentation skills, interpersonal skills, and a professional business image. Working knowledge of MS Office suite. The ability to travel to customer sites.#AF1#LI-LC1 Essential DutiesDevelop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility within assigned partner account base.Manage resolution of customer-impacting billing and service related issues by facilitating with appropriate internal groups, coordinating completion, and ensuring timely communication.Conduct periodic calls/ meetings with assigned customers and partners 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 all 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 soldPerform 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 and Partner, update when necessary. Liaise with internal departments, customer and partner to ensure all needs are addressed related to onboarding.Preferred Education, Skills and ExperienceEducation and ExperienceExperience:??2+ yrsEducation Level:??Bachelor's DegreeField Of Study:??BusinessAttention to detail with good organizational capabilities.Ability to prioritize with good time management skills.About Level 3Level 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 worldTo learn more go to Level3.com Company Description:Level 3 Communications, Inc. (NYSE: LVLT) is a Fortune 500 company that provides local, national and global communications services to enterprise, government and carrier customers. As a premier global provider of telecommunication services, delivering data, voice, video, and managed solutions leveraging a reliable, secure network, Level 3 serves customers in more than 500 markets in over 60 countries.Our winning team is the essence of today and tomorrow's communications.At Level 3, people combine challenging work with ingenuity to help each other thrive in our global, fast-paced, and growing company. We believe that speaking the truth, doing what we say we are going to do and having passion for delivering an exceptional customer experience drives our success.
• Location: Rochester
• Post ID: 30748967 rochester