The Role
The Customer Success Executive is a customer-facing role responsible for ensuring our largest customers achieve their critical business objectives by effectively leveraging their current Lumen solutions. This involves understanding the products from the customers' perspective, monitoring early indicators of customer health, proactively addressing concerns, and helping customers utilize our technology to meet their goals. Building trust and loyalty, this role also seeks to identify upsell and cross-sell opportunities and collaborates with sales accordingly.
Main Responsibilities
1. Build long-term, value-based relationships with decision-makers and influencers to understand the customer’s landscape and establish loyalty.
2. Manage customer metrics, including usage data, health indicators, and renewal dates, to align with customer objectives.
3. Evaluate product and portal adoption maturity levels to address roadblocks and provide best practices.
4. Develop and implement a customer success plan throughout the lifecycle, setting expectations, ensuring personalized value, and driving positive experiences.
5. Identify opportunities for expansion based on knowledge of the Lumen portfolio and collaborate with sales.
6. Implement revenue management practices focusing on accountability, goal alignment, retention, growth, value realization, renewal, and risk management.
7. Manage risks to customer success by identifying root causes, defining solutions, and deploying cross-functional support.
8. Partner with sales, delivery, and support teams to set expectations and ensure successful deployment of solutions and services.
9. Define and execute renewal strategies aligned with customer priorities and roadmaps, including managing on-net migrations and writedowns to positively impact profit margins.
What We Look For in a Candidate
* 7+ years of customer success or account management experience.
* Bachelor's Degree or equivalent work experience.
* Experience working with complex, Fortune 500, multi-divisional, international customers.
* Comfortable presenting, consulting, and advising at C-level and executive levels.
* Strong verbal and written communication skills with the ability to build strategic relationships.
* Ability to negotiate effectively with customers and internally.
* Strong analytical skills to translate data into insights and strategies.
* Experience collaborating with cross-functional teams.
* Strong technology and data networking knowledge with technical aptitude.
* Decisive decision-making based on business and financial principles.
* Working knowledge of MS Office suite.
Compensation
This reflects the anticipated base salary range based on current national data. Variations may occur based on location, skills, and experience.
Location-Based Pay Ranges:
* $86,825 - $115,763 in 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, WY.
* $91,172 - $121,559 in CO, HI, MI, MN, NC, NH, NV, OR, RI.
* $95,508 - $127,344 in AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, WA.
Lumen offers a comprehensive benefits package supporting health, life, voluntary lifestyle benefits, and other perks to enhance wellbeing. Additional questions about compensation can be addressed during the interview process.
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