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Customer Success Consultant - Topeka Kansas
Company: Lumen Inc Location: Topeka, Kansas
Posted On: 05/17/2024
About Lumen Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress. Lumen's commitment to workplace inclusion and employee support shines bright. We've made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we're the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index. We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future. 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 -
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 What We Look For in a Candidate |
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