Customer Success Consultant - Voice

The Role

The Customer Success Consultant is a customer-facing role aligned to our large and mid-market enterprise customer segment, driving customer value and success through optimal utilization of Lumen solutions. This is accomplished by ensuring customers realize and experience value from Lumen, monitoring indicators of customer health, addressing customer concerns, and helping them better use our technology/products 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 engaging sales accordingly.

The Main Responsibilities

• Onboard new customers and partner with sales, delivery & support to ensure successful deployment of solutions and services including bill reviews and audits
• Identify and qualify opportunities for expansion, partnering closely with sales
• 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
• Manage customer metrics, including usage data, health indicators, and renewal dates in alignment with objectives
• Implement revenue management practices driving accountability and goal alignment; revenue retention and growth strategies including value realization, renewal execution, risk management and customer growth
• Construct and implement customer success plans, driving customer value realization
• Share thought leadership with customers based on needs resulting in strengthened customer trust
• Define and execute renewal methodology aligned with customer priorities to positively impact profit margins
• Manage risks to customers’ success, identify root causes, define and activate solutions, and deploy cross-functional support to resolve

What We Look For in a Candidate

• Experience working with large and medium enterprise customers
• Strong analytical skills with the ability to translate data into customer insights and leverage with customer engagement strategies
• Effective and confident decision making based on business and financial principles
• Excellent communication and interpersonal skills with ability to build strategic relationships within customer accounts
• Brings technology and data networking knowledge with technical aptitude to stay current in evolving technology sector
• Experience: 5+ years customer success or account management experience
• Ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf
• Education Level: Bachelor's Degree or equivalent work experience
• Working knowledge of MS Office suite
• Experience in collaborating and guiding cross-functional teams (e.g. Sales, Product, Marketing, Service Delivery)

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

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