AddressAbout 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 Manager, Base Management aligns and positions the Client Support Management Team to drive the optimal revenue and client experience. This experienced, industry professional has significant customer-facing client service responsibilities.
The Main Responsibilities
- Drive consistency throughout day-to-day operations: standards, tools, best practices, process knowledge and communication.
- Escalation assistance and situation management to drive for internal and external issue resolution coordinating across sales, service delivery, billing and service management.
- Ensure CSM team partners closely with AD/SE teams in order to grow revenue and provide superior customer experience.
- Ensure coordination and cross alignment with Client Support Management across the sales organization.
- Ensure positive on-boarding experience for new hires (tools, training, resources, etc) and drive optimal ramp time to full productivity.
- Implement best practice and solutions to channel’s business and customer needs.
- Manage resource allocation to ensure assigned account bases allow appropriate sales and client support.
- Oversight of Key Performance Indicator’s such as revenue, revenue retention, sales, quoting, client survey feedback.
What We Look For in a Candidate
- 6+ years of related customer-facing client services experience
- Experience in a telecommunications customer-facing environment supporting telecommunication customers.
- Ability to manage programs and people across multiple channels and sales teams.
- Ability to influence senior levels of organization.
- Excellent communication skills.
- Ability to identify common needs and issues across the organization.
Preferred Qualifications
- More than 7+ years of applicable experience
- Bachelor’s degree in business or related field
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Compensation
The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.
Location Based Pay Ranges
$80510 - $107340 in these states: LA.
As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.
What to Expect Next
Requisition #: 333761
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.
Salary Range
80510
107340
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.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Application Deadline
05/25/2024
