Customer Success Consultant - Work From Home

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

• Share thought leadership with customers based on needs resulting in strengthened customer trust
• Construct and implement customer success plans, driving customer value realization
• Manage risks to customers’ success, identify root causes, define and activate solutions, and deploy cross-functional support to resolve
• 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
• Define and execute renewal methodology aligned with customer priorities to positively impact profit margins
• Build value-based relationships with customers to optimize CS plays while leveraging self-service
• Implement revenue management practices driving accountability and goal alignment; revenue retention and growth strategies including value realization, renewal execution, risk management and customer growth
• 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

What We Look For in a Candidate

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

What to Expect Next