Customer Success Consultant

Lumen Technologies - Trenton, NJ

Full-time - Mid Level

Trenton, NJ

Telecommunications

About the position

The Customer Success Consultant at Lumen is a customer-facing role focused on driving value and success for large and mid-market enterprise customers. The consultant ensures that customers realize the benefits of Lumen's solutions by monitoring customer health, addressing concerns, and optimizing technology usage to meet corporate goals. This role also involves building trust and loyalty with customers, identifying upsell and cross-sell opportunities, and collaborating with sales to enhance customer partnerships.

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 new customers and partner with sales, delivery & support to ensure successful deployment of solutions and services including bill reviews and audits
• Define and execute renewal methodology aligned with customer priorities to positively impact profit margins

Requirements

• 5+ years customer success or account management experience
• 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