Customer Success Executive

About Lumen

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 Role

The Customer Success Executive at CTG division, is a customer-facing role that is multifaceted. It focuses on both strategic and operational aspects to ensure customer satisfaction. Also ensures that our largest clients 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 and engineering accordingly. In summary, the Customer Success Executive in CTG is responsible for managing the overall customer Governance, building strategic relationships, ensuring operational excellence, and driving customer success through proactive planning and collaboration.

The Main Responsibilities

•  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.
•  Lead and Coordinate Business Reviews with client, managing all logistics of the meeting, presentation, content and value proposition.
•  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 and Solution Engineering, as necessary
•  Implement revenue and inventory 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
•  Drive initiatives that enhance the client experience that ultimately support the unified account plan and outcome selling.
•  Lead and manage those initiatives and transform them into client improvement programs. Coordinating cross-functional teams to deliver on objectives, monitoring progress, identify risks, and implement mitigation strategies.
•  Collect and analyze client feedback to identify areas for improvement. • Foster a culture of continuous improvement within the team.

What We Look For in a Candidate

We are seeking a dynamic and ambitious candidate who excels in both account management and program management. This role is pivotal in driving improvement programs, managing the governance of the account, coordinating with the ecosystem, and fostering a strong, continuous partnership both internally and with our clients. The ideal candidate will have a passion for constant improvement and a proactive approach to enhancing client relationships via data-driven decision making.

Experience:

• 7+ years of customer success and/or account management experience
• Experience in working with complex, Fortune 500, multi-divisional, international customers
• Experience in collaborating and guiding cross-functional teams (e.g., Sales, Engineering, Product, Operations, Service Delivery)

Education