Executive Customer Growth Strategist

3 weeks ago


Bellevue, Washington, United States Lumen Full time

Unlock Customer Potential

The Executive Customer Growth Strategist plays a pivotal role in driving customer success across the Lumen portfolio. This customer-facing position focuses on fostering long-term, value-based relationships with key decision-makers and influencers, ensuring our customers achieve their critical business objectives.

Key Responsibilities

  1. Develop and execute customer success plans to align with customer objectives, leveraging our products to drive business growth and improve customer satisfaction.
  2. Manage customer metrics , including usage data, health indicators, and renewal dates to inform strategic decisions and drive customer loyalty.
  3. Collaborate with internal teams to address customer needs, evaluate product and portal adoption maturity levels, and provide actionable insights to drive customer success.
  4. Identify and pursue expansion opportunities based on customer needs and Lumen's portfolio, partnering with sales to drive revenue growth.
  5. Implement revenue management practices to drive accountability, goal alignment, and customer growth strategies, including value realization, renewal execution, risk management, and customer growth.
  6. Manage risks to customer success , identifying root causes, defining solutions, and deploying cross-functional support to resolve customer issues.
  7. Partner with sales, delivery, and support teams to ensure successful deployment of solutions and services, setting proper expectations and driving customer satisfaction.
  8. Develop and execute renewal strategies through clear alignment of customer priorities and roadmap, incorporating on-net migrations, and managing writedowns to positively impact Lumen profit margins.

What We Look For in a Candidate

  1. Experience: 7+ years of customer success or account management experience.
  2. Education Level: Bachelor's Degree or equivalent work experience.
  3. Experience working with complex, Fortune 500, multi-divisional, international customers.
  4. Comfortable presenting, consulting, and advising at C-level and other executives.
  5. Assertive verbal and written communication skills with the ability to build strategic relationships within organizations.
  6. Ability to work closely with customers and negotiate directly with them and internally on their behalf.
  7. Strong analytical skills with the ability to translate data into customer insights and leverage with customer engagement strategies.
  8. Experience collaborating and guiding cross-functional teams.
  9. Strong technology and data networking knowledge with technical aptitude to stay current in the evolving technology sector.
  10. Effective and confident decision making based on business and financial principles.
  11. Working knowledge of MS Office suite.

Compensation

The estimated salary for this role is $120,780 to $194,520 per year, depending on the employee's primary work location in CA or WA. Compensation may vary based on individual qualifications and experience.



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