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Customer Success Consultant

    Lumen 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 Role

    The Customer Success Consultant is a customer-facing role aligned to our large 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 technology/products 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 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 value-based relationships with customers to optimize CS plays while leveraging self-service
    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 cross-functional support to resolve
    Onboard newcustomersand partner with sales, delivery & support to ensure successful deployment of solutions and services including bill reviews and audits
    Define and execute renewalmethodology 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: Bachelor’s 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 cross-functional 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

    The starting salary for this role differs based on the employee’s primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual’s qualifications.

    Location Based Pay Ranges

    $63600 – $79493 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
    $66940 – $83678 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
    $70290 – $87863 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
    $73640 – $92048 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

    As with the pay range variety that’s based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

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