Note: The job is a remote job and is open to candidates in USA. Lumen Technologies is a trusted network for the AI-powered world, connecting people, data, and applications. The Customer Success Consultant role is focused on driving customer value and success through optimal utilization of Lumen solutions while building strong relationships and identifying growth opportunities.
Responsibilities
- Construct and implement partner and customer success plans, driving partner and customer value realization
- Manage partner and customer metrics, including usage and consumption data, health indicators, and renewal dates in alignment with objectives
- Evaluate product and portal adoption maturity level and address roadblocks
- Build value-based relationships with partners and customers to optimize CS plays while leveraging self-service
- Share thought leadership with partners and customers based on needs resulting in strengthened partner and 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, increased consumption, revenue attainment, risk management leading to partner and customer growth
- Manage risks to partner and customers’ success, identify root causes, define and activate solutions, and deploy cross-functional support to resolve
- Define and execute revenue growth methodology aligned with partner and customer priorities to positively impact profit margins
Skills
- 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
Benefits
- 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.
- We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.
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