Career Opportunities: CUSTOMER SUCCESS CONSULTANT (339215)

The Role

The Customer Success Consultant is a customerfacing role aligned to our large and midmarket enterprise customer segment, driving customer value and success through optimal utilization of Lumen solutions. This is accomplished by ensuring customers realize and experience value from Lumen, monitoring indicators of customer health, addressing customer concerns, and helping them better use our technologyproducts 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 upsell and crosssell opportunities and engaging sales accordingly.

The Main Responsibilities

• Construct and implement customer success plans, driving customer value realization
• Manage customer metrics, including usage data, health indicators, and renewal dates in alignment with objectives
• Evaluate product and portal adoption maturity level and address roadblocks leveraging digital marketing slicks, adoption articles and other templates
• Build valuebased relationships with customers to optimize CS plays while leveraging selfservice
• Share thought leadership with customers based on needs resulting in strengthened customer trust
• Identify and qualify opportunities for expansion, partnering closely with sales
• 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 customers’ success, identify root causes, define and activate solutions, and deploy crossfunctional support to resolve
• Onboard new customers and partner with sales, delivery & support to ensure successful deployment of solutions and services including bill reviews and audits
• Define and execute renewal methodology aligned with customer priorities to positively impact profit margins

• What We Look For in a Candidate

  • Experience: 5+ years customer success or account management experience
  • Education Level: Bachelors Degree or equivalent work experience
  • Experience working with large and medium enterprise customers
  • Excellent communication and interpersonal skills with ability to build strategic relationships within customer accounts
  • 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 crossfunctional teams (e.g. Sales, Product, Marketing, Service Delivery)
  • Brings 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

    $70,287 $93,713 in these states: AZ ID
    $73,805 $98,406 in these states: CO NV OR
    $77,322 $103,089 in these states: CA 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. Were able to answer any additional questions you may have about our bonus structure (shortterm incentives, longterm incentives andor sales compensation) as you move through the selection process.

    Learn more about Lumens:
    Benefits
    Bonus Structure #LIMR1

    Requisition #: 339215

    Background Screening

    If you are selected for a position, there will be a background screen, which may include checks for criminal records andor motor vehicle reports andor drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Jobrelated concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a casebycase basis.

    
    Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

    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.

    In any materials you submit, you may redact or remove ageidentifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

    Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.