Manager Solution Support at CenturyLink in Herndon, VA
About 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:
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/lumentechnologies. The Role As the Manager of Solution Support, you will advance your teams understanding of Lumen products, systems, tools, and processes. The Solution Manager and Team will work with internal Lumen teams and the customer to ensure customer solution details and service attributes are appropriately conveyed to support customer success through their entire journey with Lumen. The Main Responsibilities Develop Team resources, set goals, partner closely with eco partners, respond quickly to changes in Regional workloads Demonstrate Lumen's corporate values, maintain a positive and open demeanor, encourage different points of view, move team forward through change; provide timely information; communicate context for business decisions; recognize accomplishments; foster teamwork and collaboration; drive continuous improvement in product and industry knowledge across the team. Develop strong customer relationships and act as a customer advocate within Lumen to ensure delivery of an exceptional customer experience while focusing team efforts on the best approach for driving customer satisfaction and a great customer experience. Self-enable the Solution Support team members by sharing knowledge of tools, systems, process, technology, and product across the Lumen portfolio Foster proficiency in the various tools required to perform successful research, tasks, and project related work Develop and mentor others in support engineering, sales, and customer success on technical aspects of tools, features, availability, and other elements of our Lumen product solutions to fit customer's needs; and provide technical product demonstrations required to both internal and external audiences Internal feedback loop to management, product, marketing, and operations regarding the customer experience, product features/functionality, process improvement, and service implementation/management within the Lumen portfolio Act as a change agent providing data driven feedback to sales and customer success to improve the overall customer experience and satisfaction. Drive collaboration with Product Management, Service Delivery, and other internal teams with the ultimate goal of accomplishing sales objectives, establish credibility and trust with the customer and improve the overall customer experience Customer advocate, driving adoption of services that improve customers' businesses Strong stakeholder management across the account team leadership including sales, customer success and other functions What We Look For in a Candidate 5
years relevant job experience in pre-sales and IT services industry; management experience is desired. Proven track record of leading technical pre-sales and/or consulting pre-sales teams in the achievement of sales results on a year over year basis Knowledge of Lumen products, systems, processes, and tools, with the ability to understand and communicate the Lumen portfolio to effectively position and support customer evaluation, adoption, and migration. Ability to independently orchestrate & lead discussions with clients across many levels including VPs, Directors and Architects within IT. Ability to form strong working relationships that bridge technical and business functions and obtain buy-in across complex organization with demonstrated ability to quickly establish trust with customers and engage with a shared vision for transformation and success. Ability to overcome business and technical hurdles, demonstrating the business benefits and operational path required to achieve change while maintaining focus on objectives while also managing through ambiguous and dynamic business environments. Expert problem-solving skills and ability to methodically understand and resolve complex issues across multiple products to integrate into a seamless customer solution Must demonstrate the ability to focus ambiguous customer needs into specific, deliverable requirements, and the ability to demonstrate creative solution development. Ability to develop strong team relationships and easily transfer technical information Ability to work under pressure with tight deadlines and on multiple projects simultaneously, very detail oriented and demonstrated high degree of accuracy and attention to detail with good organizational capabilities Must possess expert level communication skills, capable of creating engaging proposals and presenting to customers at any level of expertise including both technical and executive audiences Ability to travel up to 20% of the time is required. Preferred Qualification:
Bachelor's Degree in Engineering, Physics, Computer Science, related fields or equivalent industry experience in the private sector or military
Salary Range:
$150K -- $200K
Minimum Qualification
Sales Management & OperationsEstimated Salary: $20 to $28 per hour based on qualifications.
/lumentechnologies, Twitter:
@lumentechco, Facebook:
/lumentechnologies, Instagram:
@lumentechnologies and YouTube:
/lumentechnologies. The Role As the Manager of Solution Support, you will advance your teams understanding of Lumen products, systems, tools, and processes. The Solution Manager and Team will work with internal Lumen teams and the customer to ensure customer solution details and service attributes are appropriately conveyed to support customer success through their entire journey with Lumen. The Main Responsibilities Develop Team resources, set goals, partner closely with eco partners, respond quickly to changes in Regional workloads Demonstrate Lumen's corporate values, maintain a positive and open demeanor, encourage different points of view, move team forward through change; provide timely information; communicate context for business decisions; recognize accomplishments; foster teamwork and collaboration; drive continuous improvement in product and industry knowledge across the team. Develop strong customer relationships and act as a customer advocate within Lumen to ensure delivery of an exceptional customer experience while focusing team efforts on the best approach for driving customer satisfaction and a great customer experience. Self-enable the Solution Support team members by sharing knowledge of tools, systems, process, technology, and product across the Lumen portfolio Foster proficiency in the various tools required to perform successful research, tasks, and project related work Develop and mentor others in support engineering, sales, and customer success on technical aspects of tools, features, availability, and other elements of our Lumen product solutions to fit customer's needs; and provide technical product demonstrations required to both internal and external audiences Internal feedback loop to management, product, marketing, and operations regarding the customer experience, product features/functionality, process improvement, and service implementation/management within the Lumen portfolio Act as a change agent providing data driven feedback to sales and customer success to improve the overall customer experience and satisfaction. Drive collaboration with Product Management, Service Delivery, and other internal teams with the ultimate goal of accomplishing sales objectives, establish credibility and trust with the customer and improve the overall customer experience Customer advocate, driving adoption of services that improve customers' businesses Strong stakeholder management across the account team leadership including sales, customer success and other functions What We Look For in a Candidate 5
years relevant job experience in pre-sales and IT services industry; management experience is desired. Proven track record of leading technical pre-sales and/or consulting pre-sales teams in the achievement of sales results on a year over year basis Knowledge of Lumen products, systems, processes, and tools, with the ability to understand and communicate the Lumen portfolio to effectively position and support customer evaluation, adoption, and migration. Ability to independently orchestrate & lead discussions with clients across many levels including VPs, Directors and Architects within IT. Ability to form strong working relationships that bridge technical and business functions and obtain buy-in across complex organization with demonstrated ability to quickly establish trust with customers and engage with a shared vision for transformation and success. Ability to overcome business and technical hurdles, demonstrating the business benefits and operational path required to achieve change while maintaining focus on objectives while also managing through ambiguous and dynamic business environments. Expert problem-solving skills and ability to methodically understand and resolve complex issues across multiple products to integrate into a seamless customer solution Must demonstrate the ability to focus ambiguous customer needs into specific, deliverable requirements, and the ability to demonstrate creative solution development. Ability to develop strong team relationships and easily transfer technical information Ability to work under pressure with tight deadlines and on multiple projects simultaneously, very detail oriented and demonstrated high degree of accuracy and attention to detail with good organizational capabilities Must possess expert level communication skills, capable of creating engaging proposals and presenting to customers at any level of expertise including both technical and executive audiences Ability to travel up to 20% of the time is required. Preferred Qualification:
Bachelor's Degree in Engineering, Physics, Computer Science, related fields or equivalent industry experience in the private sector or military
Salary Range:
$150K -- $200K
Minimum Qualification
Sales Management & OperationsEstimated Salary: $20 to $28 per hour based on qualifications.
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