About lumen
the role
the director customer success will lead a team of customer success professionals.
you will be part of the customer success organization responsible for protecting, nurturing and growing customers relationships.
the main responsibilities
- leads and develops teams focused on customer success management
- accountable for customer, product and revenue retention, product adoption and revenue expansion.
- leverage data to help team understand customer health, risks and opportunities
- partner closely with sales acquisition team on strategic account and acquisition initiatives.
- integrates innovation into the organizational strategy.
- implement best practice and solutions to channel's business and customer needs by providing a common vision and focus for meeting and anticipating customer needs.
- develop and drive consistency throughout day-to-day tactical operations: standards, tools, best practices, process knowledge and communication.
- accountable for business performance by monitoring and achieving kpis.
- develop and build strategic internal and external relationships to facilitate customer growth.
- manage organization of dedicated field customer success professionals and support for our us customers responsible for managing customer success activities such as:
- onboarding
- creating customer success plans
- customer advocacy
- ensuring product adoption and value realization
- identify upsell and cross sell opportunities to partner with sales for revenue
- resolve customer dissatisfaction
- revenue management activities e.g.
churn, credits, rerates, payment terms
leadership:
- ensure positive on-boarding experience for new hires (tools, training, resources, etc) and drive optimal ramp time to full productivity.
- a change agent leader who will build a strong customer success team to drive a compelling focus on net revenue growth.
- recruit, mentor, and develop customer success team
- a customer-first leader with the ability to drive our company culture and values and with a passion to help our customers be successful and drive positive employee engagement enhancing overall employee experience.
- clearly articulate the cs vision and strategy across your team and the sales ecosystem.
- gathers information to uncover the needs, perspectives, and talents of employees with diverse backgrounds.
- 8+ years of related customer-facing client services experience.
- experience in a telecommunications customer-facing environment supporting telecommunication customers.
- ability to manage programs and people across multiple channels and sales teams.
- ability to manage influence through persuasion, negotiation, and consensus building with senior level leaders and with customers
- knowledge of best practices in customer service and retention.
- excellent communication skills.
- ability to identify common needs and issues across the organization, and drive solutions focused on improving the customer experience and driving profitable revenue growth.
- 2+ years of management experience leading sales and/or customer retention teams.
preferred qualifications:
- more than 9+ years of applicable experience.
- bachelor's degree in business or related field.
requisition #: 301678
eeo statement
we are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses").
we do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
disclaimer
salary range
salary min:
93150
salary max:
207000
this information reflects the anticipated base salary range for this position based on current national data.
minimums and maximums may vary based on location.
individual pay is based on skills, experience and other relevant factors.
this position is eligible for either short-term incentives or sales compensation.
director and vp positions also are eligible for long-term incentive.
to learn more about our bonus structure, you can view additional information.
we're able to answer any additional questions you may have as you move through the selection process.
as part of our comprehensive benefits package, lumen offers a broad range of health, life, voluntary lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.
note: for union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.