Customer Success Consultant

The Customer Success Consultant is a customer-facing role aligned to our large and mid-market 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

What to Expect Next

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

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