**About Lumen**
Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress.
We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.
**The Role**
As a Customer Success (CS) Enablement Manager, you will serve as a performance consultant to the CS leadership team by developing strategies for skill development aimed at enhancing customer success, reducing churn, and driving revenue growth. You will collaborate with leadership to create training content, facilitate sessions, and gather feedback for continuous improvement. Your coaching will focus on upselling and cross-selling services, renewing existing ones, migrating customers to new technologies, and working with sales partners on unified account strategies.
**Work Location**
Work From Home - Any State
**The Main Responsibilities**
Leadership Collaboration: Partner with the CS leadership team to develop and implement skill development strategies aimed at revenue growth, customer churn reduction, and customer success.
Content Development: Create content to be used in knowledge building and skill development efforts, and on-demand coaching platforms (i.e. Seismic) driving field priority work and results.
Enablement Sessions: Facilitate engaging enablement sessions, capturing feedback and key findings to continuously improve the enablement strategy.
Business Reviews: Conduct monthly business reviews to share enablement accomplishments and measure the business impact of coaching initiatives.
Upselling & Cross-Selling: Teach CS professionals effective approaches to upsell and cross-sell new services with customer decision makers, fostering mutual growth.
Political Account Navigation: provide CS professionals with methods to enhance relationships within the account, thereby establishing a stronger executive presence.
Leader Enablement: Advise leaders on team development strategies, use data to evaluate progress, and hold employees accountable for achieving goals.
On-the-Job Coaching: Attend customer meetings to provide real-time coaching and feedback to team members.
Cross-Functional Collaboration: Collaborate with training, marketing, and product teams to achieve shared goals and strategies for customer success.
**What We Look For in a Candidate**
**Required Competencies:**
+ Business Acumen: Strong understanding of business operations and strategies.
+ Sales and Customer Success Methodologies: Proficient in sales techniques and customer success methodologies.
+ Technology Savvy: Comfortable articulating Lumen's vision and building foundational knowledge of the product portfolio and its benefits for customers.
+ Presentation Skills: Ability to present information clearly and effectively to diverse audiences.
+ Executive Presence: Demonstrates confidence and poise when interacting with senior leadership and executives.
+ Coaching and Facilitation: Skilled in coaching and facilitating training sessions for individuals and teams.
**Qualifications:**
+ Bachelor's degree in Business, Marketing, or a related field.
+ Proven experience in customer success, training, or a similar role.
+ Strong communication and interpersonal skills.
+ Ability to work collaboratively with cross-functional teams.
+ Excellent problem-solving and analytical skills.
**Compensation**
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.
Location Based Pay Ranges:
$103,711 - $138,281 in these states: 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, and WY.
$108,896 - $145,195 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$114,082 - $152,109 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.
Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.
Learn more about Lumen's:
+ Benefits (
+ Bonus Structure
\#LI-Remote
**What to Expect Next**
Requisition #: 340883
**Background Screening**
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page ( . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
**Equal Employment Opportunities**
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 job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.