VP Customer Success

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 invested in providing the flexibility you need to thrive and deliver lasting impact. Apply now to continue digitally connecting the world and shaping the future.

The Role

Work location is flexible within the East Region

The VP Enterprise Customer Success - Enterprise East will lead the field-based Customer Success organization responsible for protecting, nurturing, and growing enterprise customer relationships. This role and organization will be responsible for reducing customer decline and overall improving revenue performance of our Enterprise customers. Leadership and development of organization as well as alignment to sales organization for ensuring smooth onboarding of new logos.

Location

• This is a work from home position residing on East coast preferably MD, VA, NC, NJ, NY
• 25% travel

The Main Responsibilities

• Responsible and accountable for the leadership of the Customer Success organization across Enterprise East. This team will be responsible for the Customer Success motions for our Enterprise customers and overall life-cycle management of these customers.
• Hires, builds, and retains a talented field-based team responsible for customer, product and revenue retention, product adoption and revenue expansion across Enterprise East.
• Manage organization of dedicated field Customer Success Executives and support for our East US customers responsible for managing customer success activities.
• 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 expands 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

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges
$196,875 - $262,500 in these states: NC
$206,250 - $275,000 in these states: MD NJ NY VA

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

Requisition #: 334727

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.

Salary Range

Salary Min :
196875

Salary Max :
275000

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

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.

Application Deadline
09/06/2024