Customer Success Executive

$90,960 - $151,600/Yr

Lumen Technologies - Seattle, WA

Full-time - Mid Level

Seattle, WA

5,001-10,000 employees

Telecommunications

About the position

The Customer Success Executive is a pivotal customer-facing role at Lumen, responsible for ensuring that the company's largest customers achieve their critical business objectives by effectively utilizing Lumen's solutions. This position focuses on building long-term relationships, monitoring customer health, and proactively addressing concerns to enhance customer satisfaction and loyalty. The role also involves identifying opportunities for upselling and cross-selling, thereby expanding partnerships and driving revenue growth.

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.
• 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 as necessary.
• 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 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.

Requirements

• 7+ years customer success or account management experience.
• Bachelor's Degree or equivalent work experience.
• Experience in working with complex, Fortune 500, multi-divisional, international customers.
• Comfortable presenting, consulting, and advising at C-level and other executives.
• Assertive verbal and written communications skills with ability to build strategic relationships (deep and wide) within organizations.
• 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 strong 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

• Health insurance
• Life insurance
• Voluntary lifestyle benefits
• Short-term incentives or sales compensation
• Long-term incentive for Director and VP positions
• Comprehensive benefits package enhancing physical, mental, emotional, and financial wellbeing.