DIR CUSTOMER SUCCESS

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

Success organization responsible for protecting, nurturing and growing customers relationships for APAC customers.

The Main Responsibilities

• The Director, Customer Success will lead a team of Customer Success professionals.  You will be part of the Customer .Leads and develops a team focused on Customer Success management for APAC Region.

• Accountable for customer, product and revenue retention, renewals, product adoption and revenue expansion.

• Partner closely with Sales teams on strategic account and acquisition initiatives.

• Leverage data to help team understand customer health, risks and opportunities

• Integrates innovation into the organizational strategy.

• Implement best practice and solutions to channel’s business and customer needs by providing a common vision and focus for meeting and anticipating customer needs.

• Develop and drive consistency throughout day-to-day tactical operations: standards, tools, best practices, process knowledge and communication.

• Accountable for business performance by monitoring and achieving KPIs.

• Develop and build strategic internal and external relationships to facilitate customer growth.

• Manage organization of Customer Success professionals

• Support for our APAC customers responsible for managing customer success activities such as:

• Onboarding

• Ensuring customers are kept updated on how reach Lumen support teams for the contracted solutions & services

• Creating customer success plans

• Customer advocacy

• Ensuring product adoption and value realization

• Identify upsell and cross sell opportunities to partner with sales for revenue

• Resolve customer dissatisfaction

• Providing support to our customers on SLA credits when required

• Revenue management activities e.g. churn, credits, rerates, payment terms

Leadership:

• Ensure positive on-boarding experience for new hires (tools, training, resources, etc) and drive optimal ramp time to full productivity.
• A change agent leader who will build a strong customer success team to drive a compelling focus on net revenue growth.
• Recruit, mentor, and develop customer success team
• A customer-first leader with the ability to drive our company culture and values and with a passion to help our customers be successful and drive positive employee engagement enhancing overall employee experience.
• Clearly articulate the CS vision and strategy across your team and the sales ecosystem.
• Gathers information to uncover the needs, perspectives, and talents of employees with diverse backgrounds
   

What We Look For in a Candidate

What We Look for in a Candidate: 
•    8+ years of related customer-facing client services experience.
•    Experience in a telecommunications customer-facing environment supporting telecommunication customers.
•    Ability to manage programs and people across multiple channels and sales teams.
•    Ability to manage influence through persuasion, negotiation, and consensus building with senior level leaders and with customers
•    Knowledge of best practices in customer service and retention to drive customer lifecycle strategy. 
•    Excellent communication skills.
•    Ability to identify common needs and issues across the organization, and drive solutions focused on improving the customer experience and driving profitable revenue growth.
•    3+ years of management experience leading sales and/or customer retention teams.
•    Preferred Qualifications:
•    More than 9+ years of applicable experience.
•    Bachelor’s degree in business or related field.

What to Expect Next

Requisition #: 285755

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.

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.