Manager Customer Engagement
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 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 experiences. Learn 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 Role
Manager Customer Engagement aligns and positions the Customer Engagement Team to drive the optimal revenue and client experience. This experienced, industry professional has significant customer-facing client service responsibilities.
This position will serve as the chief of staff for the Sales Leadership they support for all post sales activities.
The Main Responsibilities
Responsibilities:
- Recruit and Onboard talent
- Revenue Forecasting which entails understanding the base they support and all the drivers that contribute to revenue growth or revenue decline like credits, disconnects, renewals, rerates, product migration etc.
- Account Management and assignments
- Escalation management
- Customer Negotiations
- Coach and mentor which includes having difficult conversations
- Embrace and adapt to change
- Participate in Client Business Reviews
- Track and monitor performance by role
What We Look For in a Candidate
Requirements:
- Customer Service Experience 5+ Years
- Bachelor's Degree in Business
- Business Acumen
- Excel, Word, PowerPoint (Beginner/Intermediate)
- Salesforce dashboards and reporting
- Management Experience 2+ Years
- Excellent Communication Skills
- Working in a Matrix Environment
- Ability to influence with persuasion, negotiation, collaboration internally and with customers
- Experience in a telecommunications customer-facing environment supporting telecommunication customers.
- Ability to manage programs and people across multiple channels and sales teams.
- Ability to influence senior levels of organization.
- Ability to identify common needs and issues across the organization.
What to Expect Next
Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
Requisition #: 324605
EEO Statement
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 above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Range
Salary Min :
77625
Salary Max :
172500
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
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.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Salary Range
Salary Min :
77625
Salary Max :
172500
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.