Note: The job is a remote job and is open to candidates in USA. Lumen Technologies is a trusted network provider connecting people, data, and applications through its fiber network and connected ecosystem. The Customer Success Professional supports Large Enterprise customers by monitoring customer health, addressing concerns, driving solution adoption, and helping customers achieve business objectives. The role also identifies expansion opportunities, manages renewals and revenue growth, and coordinates with sales, delivery, and support teams.
Responsibilities
- Implement customer success plans using standardized journey templates to set customer expectations and ensure they are prepared for key milestones through the lifecycle (Get, Use, Pay and Renew), reinforce ecosystem hand-offs, and empower customers to self-serve Leverage and manage overall customer metrics , which include customer usage data, health indicators (disconnects, credits, orders, churn propensity scores, NPS), and renewal dates with a holistic view that aligns with customer objectives/success metrics Evaluate current product and portal adoption maturity level (depth and breadth) and address roadblocks by leveraging digital marketing slicks, adoption articles and other templates
- Know the Lumen portfolio offerings well enough to recognize a potential opportunity for expansion and ask appropriate questions to further qualify the opportunity, partnering closely with sales
- Implement revenue management practices, driving accountability and alignment of our operations and financial goals, revenue retention and growth strategies which include value realization, renewal execution, risk management and customer growth/expansion
- Communicate, escalate, and drive mitigation plans cross-functionally to de-risk accounts,handle urgent customer concerns and escalate internally when necessary (ie, Service Improvement Plans)
- Partner with sales, delivery and support to ensure successful deployment of solutions and services including periodic first bill reviews and audits to minimize billing disputes Responsible for renewal and re-rate implementation via contract end-date management, leveraging renewals to influence customer technology evolution while incorporating on-net migrations that improve Lumen profit margins
Skills
- Experience: 3+ years customer success or account management experience
- Education Level: Bachelor's Degree OR equivalent work experience
- Experience working with and supporting enterprise customers, evaluating, and responding to needs with empathy and integrity
- Excellent communication and interpersonal skills with ability to build relationships within customer accounts
- Ability to proactively problem solve, make decisions on issue resolution while effectively negotiating directly with the customer and internally on their behalf
- Technical aptitude to learn data networking technologies, products, and features
- A high level of accuracy and attention to detail with good organizational capabilities
- Ability to interpret customer data points and insights, prioritize and respond accordingly
- Prioritize and manage multiple workstreams and task lists with strong time management skills
- Ability to quickly learn various software, web-based platforms, and systems in accessing data
- Working knowledge of MS Office suite
Benefits
- A comprehensive package featuring a broad range of Health benefits
- Life benefits
- Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing
- Remote work arrangement
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