Oferta pracy

Customer Success Specialist

LumenAbout the company

  • Królowej Jadwigi 43, Poznań
    Poznań, Greater Poland
  • Valid for a month
    until: 20 Aug 2021
  • Remote recruitment
  • contract of employment
  • full-time
  • specialist (Mid / Regular)

Lumen

Królowej Jadwigi 43

Poznań

Your responsibilities

  • Implement customer success plans using standardized journey templates to set customer expectations and ensure they are prepared for key milestones through the lifecycle (Get, Use, Pay & Renew), reinforce ecosystem hand-offs, and empower customers to self-serve

  • Leverage and manage overall customer metrics, which include customer usage data, health indicators (disconnects, credits, orders, churn propensity scores, NPS), and renewal dates with a holistic view that aligns with customer objectives/success metrics

  • Evaluate current product and portal adoption maturity level (depth and breadth) and address roadblocks by leveraging digital marketing slicks, adoption articles and other templates

  • Know the Lumen portfolio offerings well enough to recognize a potential opportunity for expansion and ask appropriate questions to further qualify the opportunity, partnering closely with sales

  • Implement revenue management practices, driving accountability and alignment of our operations and financial goals; revenue retention and growth strategies which include value realization, renewal execution, risk management and customer growth/expansion

  • Communicate, escalate, and drive mitigation plans cross-functionally to de-risk accounts; handle urgent customer concerns and escalate internally when necessary (i.e., Service Improvement Plans)

  • Partner with sales, delivery & support to ensure successful deployment of solutions and services including periodic first bill reviews and audits to minimize billing disputes

  • Responsible for renewal and re-rate implementation via contract end-date management, leveraging renewals to influence customer technology evolution while incorporating on-net migrations that improve Lumen profit margins

Our requirements

  • Experience: 2+ years customer success or account management experience

  • Education Level: Bachelor's Degree or equivalent work experience

  • Experience working with and supporting enterprise customers and responding to needs with empathy and integrity

  • Strong communication and interpersonal skills with ability to build relationships within customer accounts

  • Ability to problem solve on behalf of customers while adhering to internal policies and process

  • Technical aptitude to learn the basics of data networking technologies, products, and features

  • A high level of accuracy and attention to detail with good organizational capabilities

  • Ability to prioritize and respond to customer data points and insights

  • Prioritize high volume of tasks with strong time management skills

  • Ability to quickly learn various software, web-based platforms, and systems in accessing data

  • Working knowledge of MS Office suite

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • life insurance

  • remote work opportunities

  • flexible working time

  • no dress code

  • meal passes

  • sharing the costs of tickets to the movies, theater

  • employee referral program

  • charity initiatives

  • one shorter working day

  • 12 month job security

  • Annual bonus scheme

This is how we work
This is how we work

The Role

The Customer Success Specialist is a customer-facing role that ensures our small and medium-sized EMEA enterprise and wholesale customers are wildly successful in delivering on their critical business objectives through leveraging their current Lumen solutions.