senior vice president customer success manager Remote
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 at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
The SVP Customer Success will lead the NA Enterprise Customer Success and Specialist Sales organization responsible for protecting, nurturing and growing enterprise customers relationships valued at $7 billion per annum. This is a direct report to the EVP, Customer Experience Officer, Wholesale, Marketing, International.
The Main Responsibilities
Customer Success:
- Responsible for overall lifecycle management of Enterprise customers valued at $7 billion including onboarding, success plans, product adoption and value realization, identifying upsell and cross sell opportunities to grow revenues and revenue management activities e.g. churn, credits, rerates, payment terms
- Accountable for customer, product and revenue retention, product adoption and revenue expansion.
- Partner closely with Sales Acquisition team on strategic account and acquisition initiatives.
- Leads CS organization ~700 staff responsible for defining and optimizing the customer lifecycle through developing a trusted advisor relationship and acting as the customer advocate; ensuring and enabling CTL solutions to help our customers succeed with their business objectives.
- Leads Specialist Sales organization circa 150 staff through NA and EMEA responsible for managing our Voice Migration execution and CDN/Vyvx customers and revenues.
Leadership
- A change agent leader who will build a strong customer success and specialist sales team to drive a compelling focus on net revenue growth
- A customer-first leader with the ability to lead a broad team and drive our company culture and values and with a passion to help our customers be successful
- A well-rounded business leader who is commercially sound and can manage leading indicators, analyze trends, and negotiate with customers to ensure Lumen’s success is equally considered.
- Clearly articulate the CS vision and strategy across executive leadership and the sales ecosystem
What We Look For in a Candidate
Bachelor’s degree or equivalent- 15 years of specialized business experience with 10+ years in leadership
Requisition #: 328913
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
249380
481250
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 here. 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. You can learn more by clicking here.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
