Customer Success Executive

Lumen; Paris; Sur place; USD 86 000 - 115 000; Plein temps

Résumé du poste

A global technology solutions provider is seeking a Customer Success Executive to build strong relationships with key customers and ensure they leverage their solutions effectively. The ideal candidate has over 7 years of experience in customer success or account management and has worked with large, multi-divisional clients. This position offers opportunities for strategic engagement and revenue growth.

Prestations

Comprehensive benefits package

Bonus structures available during selection process

Qualifications

• 7+ years of experience in customer success or account management.
• Experience with Fortune 500, multi-divisional, international customers.
• Strong communication and relationship-building skills.

Responsabilités

• Build long-term relationships with decision-makers.
• Manage customer metrics and evaluate adoption maturity.
• Develop and implement customer success plans.

Connaissances

Customer Success Management

Account Management

Cross-functional Collaboration

Analytical Skills

Presentation Skills

Negotiation Skills

Formation

Bachelor's Degree or equivalent

Outils

MS Office Suite

Description du poste

The Role

The Customer Success Executive is a customer-facing role responsible for ensuring our largest customers achieve success by leveraging their current Lumen solutions. This involves understanding the products from the customers' perspective, monitoring customer health indicators, proactively addressing concerns, and helping customers utilize our technology to meet their goals. Building trust and loyalty, this role also seeks to expand the partnership through identifying up-sell and cross-sell opportunities, engaging sales when appropriate.

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, aligning with customer objectives.
3. Evaluate product and portal adoption maturity levels to address roadblocks, providing best practices and a prescriptive approach.
4. Develop and implement a customer success plan throughout the lifecycle, setting expectations, ensuring personalized value, and driving positive experiences.
5. Identify expansion opportunities based on knowledge of the Lumen portfolio, collaborating with sales as needed.
6. Implement revenue management practices to ensure accountability, revenue retention, and growth, including value realization and renewal execution.
7. Manage risks to customer success by identifying root causes, defining solutions, and deploying cross-functional support.
8. Partner with sales, delivery, and support teams to set expectations and ensure successful deployment of solutions and services.
9. Define and execute renewal strategies aligned with customer priorities and roadmaps, managing migrations and writedowns to positively impact profits.

Candidate Profile

• 7+ years of experience in customer success or account management.
• 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, capable of building strategic relationships within organizations.
• Ability to negotiate effectively with customers and internally.
• Strong analytical skills to translate data into insights and strategies.
• Experience collaborating with cross-functional teams such as Sales, Product, Marketing, and Service Delivery.
• Solid technology and data networking knowledge with a technical aptitude.
• Decisive, with effective decision-making based on business and financial principles.
• Proficient in MS Office suite.

Compensation

This reflects the anticipated base salary range based on current national data. Actual pay varies by location, skills, and experience.

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 selection process.