Customer Success Executive
The Role
The Customer Success Executive is a role that interacts with our biggest customers and helps them achieve their most important business goals using their existing Lumen solutions.
This is done by understanding how our products work for the customers, keeping an eye on early signs of customer satisfaction, proactively resolving their issues, and helping them improve their use of our technology to align with their corporate aspirations.
With trust and loyalty established, this role aims to grow and deepen the relationship by finding possible opportunities to up-sell and cross-sell our products and services and engages sales accordingly.
The Main Responsibilities
- Build value-based relationships with decision-makers.
- Manage customer metrics, including usage data and renewal dates.
- Enhance product adoption and address roadblocks with best practices.
- Implement a customer success plan for positive experiences.
- Identify expansion opportunities within the Lumen portfolio.
- Apply revenue management for growth and risk management.
- Define and execute a renewal strategy for customer priorities.
What We Look For in a Candidate
- Experience : Over 7 years in customer success or account management, particularly with Fortune 500, multi-divisional, international customers.
- Education : Bachelor's Degree or equivalent professional experience.
- Executive Interaction : Comfortable consulting and advising C-level and other executives.
- Communication Skills : Assertive in verbal and written forms, with a focus on building strategic relationships within organizations.
- Customer Engagement : Skilled in working closely with customers, negotiating on their behalf, and leveraging data to gain insights for engagement strategies.
- Cross-Functional Collaboration : Proven experience in guiding teams across Sales, Product, Marketing, and Service Delivery.
- Technical Knowledge : Strong understanding of technology and data networking, with the ability to make effective decisions based on business and financial principles.
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.
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