Customer Success Executive - MI or OH

Lumen


Job Description
About LumenLumen 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 RoleThe Customer Success Executive is a customer-facing role that ensures our largest customers are wildly successful in delivering on their critical business objectives through leveraging their current Lumen solutions. This is accomplished by viewing our products from the customers' perspective, monitoring early indicators of customer health, proactively addressing their concerns, and helping them better use our technology to meet their corporate goals and objectives. With established trust and loyalty, this role seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engages sales accordingly.The Main ResponsibilitiesBuild long-term, value-based relationships with decisionmakers and influencers to understand the customer's landscape and establish loyaltyManage overall customer metrics, including usage data, health indicators and renewal dates to align with customer objectivesEvaluate product and portal adoption maturity level to address roadblocks and provide best practices and a prescriptive approach to address needsConstruct and implement a customer success plan across all steps of the lifecycle, setting expectations for each milestone, ensuring personalized value, and driving positive customer experience to achieve desired outcomesRecognize opportunities for expansion based on knowledge of the Lumen portfolio, partnering with sales as necessaryImplement revenue management practices driving accountability and goal alignment, revenue retention and growth strategies including value realization, renewal execution, risk management and customer growthManage risks to customer success, identify root causes, define and activate solutions, and deploy cross-functional support to resolvePartner with sales, delivery & support to set proper expectations and ensure successful deployment of solutions and servicesResponsible for defining and executing renewal strategy via clear alignment of customer priorities and roadmap, incorporating on-net migrations, managing writedowns positively impacting Lumen profit marginsWhat We Look For in a CandidateExperience: 7years customer success or account management experienceEducation Level: Bachelor's Degree or equivalent work experienceExperience in working with complex, Fortune 500, multi-divisional, international customerComfortable presenting, consulting, and advising at C-level and other executivesAssertive verbal and written communications skills with ability to build strategic relationships (deep and wide) within organizationsAbility to work closely with the customer and effectively negotiate directly with the customer and internally on their behalfStrong analytical skills with the ability to translate data into customer insights and leverage with customer engagement strategiesExperience in collaborating and guiding cross-functional teams (e.g. Sales, Product, Marketing, Service Delivery)Brings strong technology and data networking knowledge with technical aptitude to stay current in evolving technology sectorEffective and confident decision making based on business and financial principlesWorking knowledge of MS Office suiteWhat to Expect NextBased on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.Requisition #: 302987EEO StatementWe 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.DisclaimerThe 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 RangeSalary Min : 70875Salary Max : 157500This 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. 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.Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.Salary RangeSalary Min : 70875Salary Max : 157500This 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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