Job Description :
Position : Sr. Program Manager - Client Service Partner
Location : Alexandria, VA
Duration : 6+ months Contract to Hire
Job Description:
Client Service Partner:
The CenturyLink Client Service Partner (CSP) is responsible for managing the technical support provided to the customer within the customer environment located in a northern Virginia data center as well as the customer DR and remote sites. Support for this particular opportunity is as a dedicated resource on customer premises in northern Virginia. The CSP will work closely with the assigned Program Manager providing on-site coverage between the hours of 6AM and 6PM. The CSP will coordinate with the internal technical team on all aspects of CenturyLink’s support of the customer environment, e.g., day-to-day projects, resolution of problem events, coordinate with customer service desk, etc.
Primary responsibilities include conducting regular customer meetings, incident awareness and escalation, issue trending and problem management, and cure plan development and execution.
Objectives:
Serve as a Customer Advocate within CenturyLink gaining trusted advisor status with the customer
Coordinate support activities with internal technical support resources
Promote solution stability through incident trend analysis, problem management, and cure plan development and execution
Verify efficiency and effectiveness in the CenturyLink support model. Activities include maintaining regular audits, contact management, customer specific support procedure coordination
Align with sales teams to develop account strategies and meet with customer on a regular basis to strategically build a partnership and grow revenue
Revenue retention and growth for assigned customer base
Manage the Client Relationship as it relates to operational management of the customer environment
Achieve and maintain reference status with assigned Client(s)
Essential duties:
Provide Program Management expertise in managing the client contractual agreement
Communicate effectively with peers, superiors and subordinates, as well as C-Level Executives within the client as well as CenturyLink community
Coordinate client communications including weekly and monthly reporting, crisis management and escalations
Maintain proactive customer communication to foster a high touch relationship. Develop and maintain project plans and action item lists and conduct regular customer status meetings to keep projects and actions on track with dates and owners
Schedule and lead effective team meetings which will include customer and internal technical team resources
Coordinate support activities with internal technical teams for activities within the customer hosted environment at CenturyLink as well as the customer’s DR and remote sites
Coordinate with internal technical teams as well as the customer to provide appropriate technology solution recommendations
Serve as an escalation point 24/7 for production impacting incidents
Incident report creation and distribution
Participate with customer change control/change management activities
Facilitate resolution of issues pertaining to billing, AR, credit requests and billing disputes
Facilitate order process for customer moves, adds, changes, and deletes
Prepare, schedule and facilitate regular Client service reviews according to established recommended practices
Support the CenturyLink Client Loyalty program through customer education, and by encouraging Client contact to participate in the program by providing their feedback. Respond to survey alerts by adhering to the closed loop process.
Required skills:
Strong interpersonal communication, presentation, organization and planning skills
Must possess initiative with strong analytical, problem solving skills and ability to make complex decisions in potentially ambiguous situations
Strong understanding of Project Management Methodology including the ability to create and monitor project plans and to drive and develop tasks associated with plans
Ability to work independently or as part of a team within a client site
Ability to support customer on customer premises in Northern Virginia
Strong leadership qualities and strategic skills
Prioritization and time management skills; ability to execute tasks in a high-pressure Ability to work with both entry level personnel and Senior level executives
Ability to identify business development and "add-on" sales opportunities
Team player mentality and excellent work ethic
Desired skills:
US-citizen with the ability to favorably pass the HSPD-12 adjudication process
Experience with NIST 800-53 rev4) categorizations
Strong aptitude/skills in communication, presentation, and information technology
Demonstrated successful Client interaction skills
Competency with the operational aspects of providing complex hosting and IP services.
Mix of consulting and operational experience
In-depth knowledge of CenturyLink offerings, products and services
Understanding of Information Technology Infrastructure Library (ITIL) framework
Education or Equivalent Experience:
Bachelor’s degree or equivalent experience
Minimum 5 to 7 years progressive program management experience, including 1 to 3 years in consulting and/or technical management
10 plus years work experience in a similar environment
Demonstrated ability to manage large, complex programs with multiple projects
Demonstrated ability to communicate at all levels within an organization
PMP Certification desirable but not required