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Lead Business Systems Solutions Analyst

Company

Lumen
Address , Remote
Employment type
Salary $85,230 - $189,360 a year
Expires 2023-06-08
Posted at 1 year ago
Job Description

About Lumen


Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology

The Role

The Customer Success Senior Lead Business Systems Solutions Analyst owner plays an integral role in the company’s long-term success by strategically positioning the Customer Success organization to transform and enable a digital customer experience, strategically reduce churn and drive revenue growth. This role will define strategy, vision, road-maps and growth opportunities to digitally enable the Customer Success Organization and partner with product management to achieve common goals and objectives.

The Main Responsibilities

  • Implements short-term and long-term objectives, goals and strategies that raise and maintain customer service factors, customer retention and customer revenue.
  • Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
  • Configure and deploy key applications for CS organization
  • Participates in PI planning and set the expectation for delivery of new functionalities for owned applications
  • Plan and prioritize product feature backlog and development for the product
  • Documents User Story Acceptance Criteria
  • Provides regular stakeholder readouts for initiatives that include objectives, deliverables, roadmap of capabilities and status.
  • Plays the lead Business Analyst role for Customer Success applications, Business Modeler.
  • Maximize ROI - Stakeholder/Contributor for Cost-Benefit Analyses to determine whether requirements are best met by manual, software, or hardware functions; making maximum use of commercial off-the-shelf or already developed components and ensuring a robust design is developed
  • Facilitates Requirements gathering with Clients / Final Arbiter of Requirements
  • Helps prepare the Customer Success team to roll out additional processes or functionality
  • Provide backlog management, iteration planning, and elaboration of the user stories
  • Has an advanced understanding of the business, systems, architectural concepts and the impact of a proposed solution to help bridge the gap between the development team and the business
  • Support business strategy development for CS processes
  • Excellent critical thinking skills; is able to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Providing vision and direction to the development team and stakeholders throughout the project and create requirements
  • Participates in the implementation of industry leading technologies that produce accurate, value-added reporting that provide relevant insights for increasing customer satisfaction.
  • Enhances the alignment between business processes and information technology
  • Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements

What We Look For in a Candidate

Education Qualifications:


  • Bachelor's Degree in Computer Science, Engineering or similar relevant field, or 5 plus years of relevant job experience.

Relevant job experience is described as:


  • Job experience in similar industry
  • Job experience with similar essential duties

Critical experience:


  • 2 plus years supporting customer success applications (Gainsight/SFDC)
  • Transformation: Success in planning/leading transformation projects
  • 2 plus years in Customer Success organization or supporting business units
  • IT development: understands process associated with developing a new product/service
  • Driving and managing change within a client service organization
  • P&L or responsibility for revenue growth, retention or OpEx reduction

Leadership Skills:


  • Change Leadership: Drive and embrace change, have a growth mindset and not settle for the status quo
  • Collaboration and Influencing
  • Team Leadership and Development
  • Attention to details
  • Creative thinker with a vision
  • Communication (Written and Oral)
  • Sharp analytical and problem-solving skills
  • Demonstrates Company’s values, maintains a positive open demeanor and encourages diversity of thought, and moves team forward in continuous improvement and operational excellence.
  • Excellent organizational and time management skills
  • Strategic Orientation

Requisition #: 326733

When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

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.

NOTE:

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Disclaimer


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Salary Range

Salary Min :

85230

Salary Max :

189360

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.