Customer Success Executive

$90,960 - $151,600/Yr

Lumen Technologies - Irvine, CA

Full-time - Senior

Irvine, CA

Telecommunications

About the position

The Customer Success Executive at Lumen is a pivotal customer-facing role focused on ensuring the success of our largest clients in achieving their business objectives through effective use of Lumen's solutions. This position emphasizes building strong 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 issues.
• 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.

Benefits

• Health insurance
• Life insurance
• Voluntary lifestyle benefits
• Short-term incentives or sales compensation
• Long-term incentive eligibility for Director and VP positions