Sr Lead Client Relationship Manager

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.

Lumen's commitment to workplace inclusion and employee support shines bright. We've made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we're the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

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

The Sr Lead Client Relationship Manager is responsible for managing client relationships and overseeing all aspects of Lumen service delivery. This includes the installation of new services, ongoing service delivery, and issue resolution. The role also involves working closely with Sales to identify new business opportunities and renew existing services. Key responsibilities include conducting regular customer meetings, managing incidents and escalations, and developing and executing cure plans.

The Main Responsibilities

• Revenue retention and growth for assigned customer base

• Manage the Client Relationship and gain Trusted Advisor status

• Serve as Customer Advocate within Lumen

• Promote solution stability through incident trend analysis, problem management, and cure plan development and execution

• Ensure efficiency and effectiveness in the Lumen support model. Activities include maintaining regular audits, contact management, customer specific support procedure coordination

• Align with sales teams to develop account strategies and meet with targeted customers on a regular basis to strategically build a partnership and grow revenue

• Provide regular CRM audits to ensure an accurate depiction of services, contracts, and procedures

• Successfully interact with other organizations within Lumen to deliver seamless implementations & service to Clients

What We Look For in a Candidate

• Bachelor's degree or equivalent experience

• Minimum 5 to 7 years progressive program management experience, including 1 to 3 years in consulting and/or technical management

• Demonstrated ability to communicate at all levels within an organization

• In-depth knowledge of Lumen offerings, products and services

• Strong aptitude/skills in communication, presentation, and information technology

• Knowledge of LAN technologies

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

$117,156 - $156,450 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 WY

$123,210 - $164,280 in these states: CO HI MI MN NC NH NV OR RI

$129,080 - $172,100 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA 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 (***/httpdocs2/index.html)

Bonus Structure

Requisition #: 336238

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 (***/global/en/faq) . 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.

Application Deadline

02/01/2025