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Customer Success Consultant ID - 16158

About the position

The Customer Success Consultant at Lumen is a pivotal role designed to enhance customer satisfaction and drive value for our large and mid-market enterprise customers. This position is customer-facing and focuses on ensuring that clients fully realize the benefits of Lumen's solutions. The consultant will monitor customer health indicators, address any concerns, and assist customers in leveraging our technology to achieve their corporate objectives. By building trust and loyalty, the consultant will also identify opportunities for upselling and cross-selling, thereby expanding the partnership with our clients. In this role, the consultant will construct and implement tailored customer success plans that align with the specific needs of each client. This includes managing customer metrics such as usage data and renewal dates, evaluating product adoption levels, and addressing any roadblocks that may hinder customer success. The consultant will foster value-based relationships with customers, sharing insights and thought leadership to strengthen trust and engagement. Additionally, the consultant will be responsible for onboarding new customers, collaborating with sales and support teams to ensure a smooth deployment of solutions. They will also define and execute renewal methodologies that align with customer priorities, ultimately impacting profit margins positively. The role requires a proactive approach to managing risks to customer success, identifying root causes of issues, and deploying cross-functional support to resolve them effectively.

Responsibilities

  • Construct and implement customer success plans, driving customer value realization
  • Manage customer metrics, including usage data, health indicators, and renewal dates in alignment with objectives
  • Evaluate product and portal adoption maturity level and address roadblocks leveraging digital marketing slicks, adoption articles and other templates
  • Build value-based relationships with customers to optimize CS plays while leveraging self-service
  • Share thought leadership with customers based on needs resulting in strengthened customer trust
  • Identify and qualify opportunities for expansion, partnering closely with sales
  • 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 customers' success, identify root causes, define and activate solutions, and deploy cross-functional support to resolve
  • Onboard new customers and partner with sales, delivery & support to ensure successful deployment of solutions and services including bill reviews and audits
  • Define and execute renewal methodology aligned with customer priorities to positively impact profit margins

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Requirements

  • 5+ years customer success or account management experience
  • Bachelor's Degree or equivalent work experience
  • Experience working with large and medium enterprise customers
  • Excellent communication and interpersonal skills with ability to build strategic relationships within customer accounts
  • 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 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 coverage
  • Life insurance coverage
  • Voluntary lifestyle benefits
  • Short-term incentives or sales compensation
  • Comprehensive benefits package enhancing physical, mental, emotional and financial wellbeing
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