Business support

Meet your account team

Our commitment to you as our customer

CenturyLink is committed to making it easy to do business with us and providing you with secure, reliable connections when, where and how you need them. We have a dedicated customer care manager (CCM) assigned to your account to ensure your experience with us is a very positive one. The name, phone number and email address of your CCM appear on your order acknowledgement letter. Your CCM will assist you with any inquiries you may have regarding your order, keep you informed of the status every step of the way and will act as an advocate on your behalf. However, in the event that you are not fully satisfied with the progress of your order, we have outlined the steps below to help you engage CenturyLink management in the order turn-up process.

What you can expect

  • A consistent resolution process with active customer participation
  • Action planning and deliver according to committed dates
  • Management involvement as appropriate

Your customer care manager (CCM)

We know that clear communication and accountability are necessary to successful turn-ups. That’s why we have provided you with a single go-to person for you to confirm status, schedule service and exchange information. This is an important role as they ultimately “own” your overall experience with us. Your CCM will be contacting you very soon to introduce themselves. In the meantime, here are the key steps you can expect to work on with your CCM:
  1. Getting your service installation information
  2. Finding and meeting the right local contact (at your other location(s)
  3. Scheduling your site survey
  4. Reviewing the results of your site survey
  5. Getting your equipment room ready
  6. Scheduling your test and turn up date

Your CCM is your contact throughout the lifecycle of your order. They will manage your order from submission to customer acceptance and communicate with you at key milestones and updates.

If you ever have questions about your order, feel free to contact your CCM.

Account director (AD)

Your AD will provide you with information about CenturyLink services and will serve as your overall point of contact for CenturyLink sales. Your AD is responsible for gathering and confirming your specifications and requirements—elements necessary to submit an order. Your AD will also work with you to execute all quotes and orders for new and additional CenturyLink services, as well as assist you through the credit application process.

Client support manager (CSM)

Your client support manager is responsible for your lifecycle management needs, including your first bill review and any billing concerns, point of contact for issues and escalating trouble tickets as needed, regular business reviews of your account and general account maintenance.

Sales engineer (SE)

Your SE will work with you to identify technical options and define technical requirements for implementing your services. The SE is responsible for understanding your existing network, key locations and potential needs. With technical knowledge and information about CenturyLink services, your SE manages the engineering portion of your service quote as well as the inventory and capacity process for your new order.

Technical design engineer (TDE)

A TDE will work on many orders and, after your initial order has been submitted, will conduct an interview with you (or your IT contact) to validate that we have all the necessary technical information to properly install your service.

Billing coordinator (BC)

The billing coordinator will address all billing-related issues and can provide you with an overview of the portal’s billing capabilities and coordinate more advanced training as needed.

Indirect-specific roles

Indirect partner

As a customer in CenturyLink’s indirect channel, you may always work through your respective partner. Although you have direct access to our representatives, your partner may also act as a liaison between your business and CenturyLink.

Channel manager (CM)

Both your partner and channel manager will provide you with information about CenturyLink services and will serve as your overall point of contact for CenturyLink sales.

Your CM is responsible for gathering and confirming your specifications and requirements—elements necessary to submit an order. Your CM will also work with you to execute all quotes and orders for new and additional CenturyLink services, as well as assist you through the credit application process.

Partner experience manager (PEM)

Your PES will work with your partner to oversee all lifecycle needs pertaining to account activity as a member of your account team. As your account stewards, your partner and PES are your points of contact for escalations, service and business reviews and all other aspects of your customer experience.