Customer Success Executive

Lumen; Frankfurt; Vor Ort; USD 86.000 - 116.000; Vollzeit

Zusammenfassung

A leading technology company in Frankfurt is seeking a Customer Success Executive to enhance partnerships with clients by ensuring successful use of solutions. This role involves managing customer relationships, identifying expansion opportunities, and collaborating closely with sales and support teams. Candidates should have over 7 years of relevant experience with strong analytical and communication skills. A Bachelor's Degree is required.

Leistungen

Comprehensive benefits package

Bonus structures available

Qualifikationen

• 7+ years of customer success or account management experience.
• Experience working with complex, Fortune 500 customers.
• Proficiency in analyzing data to drive insights.

Aufgaben

• Build long-term relationships with decision-makers.
• Manage customer metrics and align with objectives.
• Implement a customer success plan throughout the lifecycle.
• Identify expansion opportunities and collaborate with sales.

Kenntnisse

Customer success experience

Account management

Strong communication skills

Analytical skills

Negotiation

Technical aptitude

Ausbildung

Bachelor's Degree

Tools

MS Office suite

Jobbeschreibung

The Role

The Customer Success Executive is a customer-facing role that ensures our largest customers are successful in leveraging their current Lumen solutions to meet their critical business objectives. This involves understanding our products from the customers' perspective, monitoring customer health indicators, proactively addressing concerns, and helping customers utilize our technology effectively. Building trust and loyalty, this role aims to expand the partnership through identifying up-sell and cross-sell opportunities and engaging sales accordingly.

Main Responsibilities

1. Build long-term, value-based relationships with decision-makers and influencers to understand the customer’s landscape and establish loyalty.
2. Manage customer metrics, including usage data, health indicators, and renewal dates, to align with customer objectives.
3. Evaluate product and portal adoption levels to address roadblocks and provide best practices.
4. Develop and implement a customer success plan throughout the customer lifecycle, setting expectations and ensuring personalized value.
5. Identify expansion opportunities based on knowledge of the Lumen portfolio, collaborating with sales.
6. Implement revenue management practices focusing on accountability, retention, growth, and risk management.
7. Manage risks to customer success by identifying root causes, defining solutions, and deploying support.
8. Partner with sales, delivery, and support teams to ensure successful deployment and set proper expectations.
9. Define and execute renewal strategies aligned with customer priorities and roadmaps, including managing on-net migrations and writedowns to positively impact profit margins.

What We Look For in a Candidate

• 7+ years of customer success or account management experience.
• Bachelor's Degree or equivalent work experience.
• Experience working with complex, Fortune 500, multi-divisional, international customers.
• Comfortable presenting and advising at C-level and executive levels.
• Strong communication skills and ability to build strategic relationships.
• Ability to negotiate effectively with customers and internal teams.
• Strong analytical skills to translate data into insights and strategies.
• Experience collaborating with cross-functional teams.
• Knowledge of technology and data networking, with a technical aptitude.
• Effective decision-making skills based on business and financial principles.
• Proficiency in MS Office suite.

Compensation

This reflects the anticipated base salary range, varying by location and individual factors.

Location-Based Pay Ranges:

• $86,825 - $115,763 in AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, WY.
• $91,172 - $121,559 in CO, HI, MI, MN, NC, NH, NV, OR, RI.
• $95,508 - $127,344 in AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, WA.

Lumen offers a comprehensive benefits package supporting physical, mental, emotional, and financial wellbeing. Additional details about bonus structures can be provided during the hiring process.