Customer Success Executive

Customer Success Executive

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress. We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The 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 responsibilities include:

• Build long-term, value-based relationships with decisionmakers and influencers to understand the customer's landscape and establish loyalty
• Manage overall customer metrics, including usage data, health indicators and renewal dates to align with customer objectives
• Evaluate product and portal adoption maturity level to address roadblocks and provide best practices and a prescriptive approach to address needs
• Construct 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 outcomes
• Recognize opportunities for expansion based on knowledge of the Lumen portfolio, partnering with sales as necessary
• Implement revenue management practices driving accountability and goal alignment, revenue retention and growth strategies including value realization, renewal execution, risk management and customer growth
• Manage risks to customer success, identify root causes, define and activate solutions, and deploy cross-functional support to resolve
• Partner with sales, delivery & support to set proper expectations and ensure successful deployment of solutions and services
• Responsible for defining and executing renewal strategy via clear alignment of customer priorities and roadmap, incorporating on-net migrations, managing writedowns positively impacting Lumen profit margins

What we look for in a candidate:

• Experience: 7+ years customer success or account management experience
• Education Level: Bachelor's Degree or equivalent work experience
• Experience in working with complex, Fortune 500, multi-divisional, international customer
• Comfortable presenting, consulting, and advising at C-level and other executives
• Assertive verbal and written communications skills with ability to build strategic relationships (deep and wide) within organizations
• Ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf
• Strong analytical skills with the ability to translate data into customer insights and leverage with customer engagement strategies
• Experience 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 sector
• Effective and confident decision making based on business and financial principles
• Working knowledge of MS Office suite

Compensation: 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. Location Based Pay Ranges: $86,825 - $115,763 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY. $91,172 - $121,559 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $95,508 - $127,344 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

What to expect next: Requisition #: 339634

Background screening: If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page.

Equal Employment Opportunities: 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, gender expression, 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 job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.