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.
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 Vice President Customer Success will lead the Customer Success organization responsible for protecting, nurturing, and growing customer relationships. This role and organization will be responsible for reducing customer decline and overall improving revenue performance of our indirect customers. Leadership, and development of organization as well as alignment to sales organization for ensuring smooth onboarding of new partners.
The Main Responsibilities
Customer Success:
- Responsible and accountable for the leadership of the Customer success organization across all regions (East, West, Central). This team will be responsible for the Customer Success motions for our indirect partners and overall life-cycle management of these relationships.
- Hires, builds, and retains a talented field-based team responsible for customer, product and revenue retention, product adoption and revenue expansion across Indirect markets.
- Partner closely with Sales team on strategic customer opportunities and acquisition initiatives.
- Leads organization responsible for defining and optimizing the customer lifecycle through developing a trusted advisor relationship and acting as the customer advocate; ensuring and enabling Lumen solutions to help our customers succeed with their business objectives.
- Fully responsible for annual revenues including all revenue management activities e.g. churn, credits, rerates, payment terms, re-negotiation, renewal. Grow overall revenue through reducing current decline.
- Creating customer success plans to ensure timely product adoption and value realization/revenue growth
Leadership:
- A change agent leader who will build a strong Customer Success team to drive a compelling focus on net revenue growth
- A well-rounded, business leader with strong commercially experience who can manage leading indicators, analyze trends, and negotiate with customers to ensure Lumen expand revenues in line with growth aspirations
- A strong leader who can lead and inspire a team to reach their potential
- 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
- Clearly articulate the CS vision and strategy across their teams and into the sales ecosystem
What We Look For in a Candidate
- 10+year of specialized business experience with 5+ years in leadership
- Bachelor’s or master’s degree in a related field or applicable years of experience.
- Demonstrated strong communication, written, and formal presentation skills.
- Self-motivated, pro-active, results-oriented professional with an ability to work with minimum direction.
- Proficient in MS office products: Outlook, Word, Excel, and PowerPoint.
- This role requires a regular office presence in support of sales management and teams, in accordance with Lumen policy.
Compensation
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.
Location Based Pay Ranges
$206,719 – $344,531 in all states.
Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We’re able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.
Learn more about Lumen’s:
Benefits
Bonus Structure
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Requisition #: 339117
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
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, gender expression, 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.
Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
