Director Customer Engagement

The DIRECTOR CUSTOMER ENGAGEMENT will lead and direct a team of highly skilled professionals responsible for providing positive customer engagement. You will be part of the Public Sector organization and responsible for retaining and growing revenue as well as ensuring strong engagement between Lumen and the customer. A successful candidate will be a Change Maker and a Transformation Agent who knows that fine is not good enough.

• Lead a large organization and develops teams focused on Public Sector Customer Engagement with a positive perception of Lumen
• Ensures the consistent implementation of all retention initiatives and programs.
• Accountable for customer, product and revenue retention and product adoption
• Develop and implement comprehensive customer planning that drives sales and revenue growth, broad product adoption (cross sell/up sell) and proactively retains the existing customer base
• Ability to partner closely with Sales teams and ecosystem to seamlessly strategize on account planning with ability to anticipate customer needs
• Identify and implement best practices to processes/procedures to drive greater efficiency and customer engagement
• Create a customer focused and results driven organization that holds each team member responsible for driving superior performance and results
• Accountable for business revenue performance, Revenue Management activities that reduce churn. Accountable for credits, disconnects and AR
• Strong leadership that actively recruits, mentors, challenges and develops a diverse team to successful outcomes and career satisfaction

• Minimum 7-10 years of customer facing care/relations/ service experience and portfolio management
• Experience in Technology and Telecommunications, both voice & data.
• Five 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.
• Travel may be required to support remote markets/customers.
• Government Procurement: Federal, State, Local Education.

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:

$114,114 - $152,145 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.
$119,826 - $159,758 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$125,528 - $167,360 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

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