Senior Lead CS Enablement Manager

Lumen

12d • Remote

About The Position

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. 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.

Requirements

• 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.
• 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.

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.

Benefits

• 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.
• Learn more about Lumen's: Benefits Bonus Structure

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees