Quality Assurance Engineer
Incubate Labs Pvt Ltd
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and workWith 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 experiencesLearn 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 srDirector, customer success will lead a team of customer success professionals aligned to our indirect organizationYou will be part of the organization responsible for protecting, nurturing and growing customers relationships.
The main responsibilities
Accountable for customer, product and revenue retention, product adoption and revenue expansion.
Leverage data to help team understand customer health, risks and opportunities
Partner closely with sales acquisition team and our external partners on strategic account and acquisition initiatives.
Innovation and ease of business across both customer and partner experiences.
Implement best practice and solutions to channel’s business and customer needs.
Develop and drive consistency throughout day-to-day tactical operations: standards, tools, best practices, process knowledge and communication for both customers and partners
Accountable for business performance by monitoring and achieving kpis.
Develop and build strategic internal and external relationships to facilitate customer growth.
Manage organization of dedicated field customer success professionals and support for our us customers responsible for managing customer success activities such as:
O creating customer success plans
O customer advocacy
O ensuring product adoption and value realization
O identify upsell and cross sell opportunities to partner with sales for revenue
O resolve customer dissatisfaction
O revenue management activities e.gChurn, credits, rerates, payment terms
O partner engagement and management
Ensure positive on-boarding experience for new hires and partners (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
9+ years of related customer-facing client services experience.
Indirect experience, working with or for partner led customer and or partner relationships
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, customers and partners
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.
5+ years of management experience leading sales and/or customer retention teams.
More than 10+ years of applicable experience.
Bachelor’s degree in business or related field.
Requisition #: 247182
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the positionJob-related concerns noted in the background screen may disqualify you from the new position or your current roleBackground results will be evaluated on a case-by-case basis.
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.
Note: pursuant to the san francisco fair chance ordinance, we will consider for employment qualified applicants with arrest and conviction records.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classificationIt is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this jobJob duties and responsibilities are subject to change based on changing business needs and conditions.
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This information reflects the anticipated base salary range for this position based on current national dataMinimums and maximums may vary based on locationIndividual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensationDirector and vp positions also are eligible for long-term incentiveTo learn more about our bonus structure, you can view additional information hereWe'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 wellbeingYou can learn more by clicking here.
Note: for union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
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This information reflects the base salary pay range for this job based on current national market dataRanges may vary based on the job's locationWe offer competitive pay that varies based on individual experience, qualifications and other relevant factorsWe encourage you to apply to positions that you are interested in and for which you believe you are qualifiedTo learn more, you are welcome to discuss with us as you move through the selection process.