Customer Success Executive - Frankfurt am Main, Deutschland - Lumen

Lumen

Geprüftes Unternehmen

Frankfurt am Main, Deutschland

vor 2 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

About Lumen

The Role:

The
Customer Success Executive is a customer-facing role that ensures our largest customers are wildly successful in delivering on their critical business objectives through leveraging their current Lumen solutions.

This is accomplished by viewing our products from the customers' perspective, monitoring early indicators of customer health, proactively addressing their concerns, and helping them better use our technology 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 engages sales accordingly.

The Main Responsibilities:

Build
longterm, valuebased relationships with decisionmakers and influencers to understand the customer's landscape and establish loyalty

-
Manage overall customer metrics, including usage data, health indicators and renewal dates to align with customer objectives

Evaluate
product and portal
adoption maturity level to address roadblocks and provide best practices and a prescriptive approach to address needs
Construct and implement a
customer success plan across all steps of the lifecycle, setting expectations for each milestone, ensuring personalized value, and driving positive customer experience to achieve desired outcomes

-
Recognize opportunities for expansion based on knowledge of the Lumen portfolio, partnering with sales as necessary

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 customer success, identify root causes, define and activate solutions, and deploy cross-functional support to resolve

Partner with sales, delivery & support to set proper expectations and ensure
successful deployment of solutions and services:
Responsible for defining and executing
renewal strategy via clear alignment of customer priorities and roadmap, incorporating on-net migrations, managing writedowns positively impacting Lumen profit margins
Experience: 7+ years customer success or account management experience
Education Level: Bachelor's Degree or equivalent work experience
Experience in working with complex, Fortune 500, multidivisional, international customer
Comfortable presenting, consulting, and advising at Clevel and other executives
Assertive verbal and written communications skills with ability to build strategic relationships (deep and wide) within organizations
Ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf
Strong analytical skills with the ability to translate data into customer insights and leverage with customer engagement strategies
Experience in collaborating and guiding crossfunctional teams (e.g. Sales, Product, Marketing, Service Delivery)
Brings strong technology and data networking knowledge with technical aptitude to stay current in evolving technology sector
Effective and confident decision making based on business and financial principles
Working knowledge of MS Office suite

What to Expect Next:

Requisition #: 329322

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law.

We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives.

Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive.