Customer Success Executive

The Role

The Customer Success Executive is a customer-facing role that ensures our largest customers are wildly successful in delivering on their critical business objectives through leveraging their current Lumen solutions.

This is accomplished by viewing our products from the customers’ perspective, monitoring early indicators of customer health, proactively addressing their concerns, and helping them better use our technology 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 engages sales accordingly.

The Main 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

What We Look For in a Candidate

• Experience : 7+ years customer success or account management experience
• Education Level : Bachelor's Degree or equivalent work experience
• Experience in working with complex, Fortune 500, multi-divisional, international customer
• 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

Compensation

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges

$78560 - $104740 in these states : AR, ID, KY, LA, ME, MS, NE, SC, and SD.

$82690 - $110250 in these states : AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

$86830 - $115770 in these states : CO, HI, MI, MN, NV, NH, NC, OR, and RI.

$90960 - $121280 in these states : AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.