Director Base Management - Numerous Locations

Employer
Lumen
Location
Herndon, VA
Posted
Jan 12, 2021
Closes
Jan 14, 2021
Ref
1613546784
Industry
Other
Hours
Full Time
Job DescriptionAbout 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 The DIRECTOR BASE MANAGEMENT will lead and direct a team of highly skilled professionals responsible for providing proactive account management and customer care to our existing customers to support retention and growth of accounts. A successful candidate will be a Change Maker and a Transformation Agent who knows that fine is not good enough. The Main Responsibilities * Ensures the consistent implementation of all retention initiatives and programs. * Indirect management of and support of hiring, leading, motivating, and retaining a team of highly skilled client services managers and retention account management quota bearing professionals. * Develop and implement a comprehensive customer base management plan that drives revenue growth, broader product adoption (cross sell/up sell) and proactively retains the existing customer base in the assigned region. * Leadership of Client Services and Retention Account Management personnel and ability to work with sales leadership to demonstrate consistent account team approach in managing revenue base. * Identify and implement changes to processes/procedures to drive greater efficiency. * Create a customer focused and results driven organization that holds each team member responsible for driving superior performance and results. What We Look For in a Candidate * Minimum 7-10 years outside customer care/relations portfolio management, preferably vertical markets, multi-market and national customers. * Experience in Telecommunications, both voice & data. * Three years leadership experience of managing on-site and off-site teams. * Proven experience in revenue management for business (churn management, credit management, sales cross & up sell to existing customers. * Proven ability to work well with external and internal customers at senior levels to improve the overall support and experience of our customers to achieve growth targets. * Ability to achieve goals in a fast-paced, changing work environment focused on improved customer retention and revenue protection. * Strong organizational, administrative and time management skills. * Strong analytical/quantitative skills. * Strong written and verbal communication skills including presentations. * Strong attention to detail and systems. * Significant travel may be required to support remote markets/customers. * Financial Acumen: the ability to analyze and report out on financials. * Change Agent: proven leader in change management. * Government: Federal, State, Local Education. Requisition #: 236802 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, 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.