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
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 commercial 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+ years 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.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information
here.
We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional, and financial wellbeing. You can learn more by clicking
here.
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.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Application Deadline
09/14/2024
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