Sr Customer Experience Manager

Level 3 Communications

Seattle, WA

Full Time

Senior

143k-190k

15 days ago

Job Description

About the Role

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 invested in providing the flexibility you need to thrive and deliver lasting impact. Apply now to continue digitally connecting the world and shaping the future.

Key Responsibilities

Manage and grow an Executive Engagement Program for Lumen customers in the US
Develop and evangelize framework and playbook for best-in-class executive engagement
Define processes and execute a plan to automate supporting processes and measurement tools
Build deep relationships and drive alignment with teams that will participate in the program: executives, executive assistants, chiefs of staff, sales, customer success, and marketing
Create content using executives' voices combined with detailed info about the target account to support program needs
Provide informed executive engagement assignment recommendations that will best support a strategic engagement with the account
Understand and communicate the results and drive continuous improvement for the program by using data combined with valuable feedback from executives and account teams
Partner with GPS team and Partner Experience leader to expand Executive Engagement motions with Partners
Drive thought leadership around areas of improvement and automation to drive best-in-class at scale

Requirements

7+ years of working experience in relevant B2B marketing, customer experience field
Bachelor's degree in marketing, business, or a related field
Experience in Customer Advocacy and Executive Engagement Programs
Creative thinking and a passion for innovation in Marketing, Customer Experience and Program strategies to drive revenue and improved CX
Strong analytical skills with the ability to interpret data, extract insights, and make data-driven decisions
Excellent executive communication and interpersonal skills to collaborate effectively with cross-functional teams and senior stakeholders
Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously
Strong team player with an ability to plan, influence and execute in a highly matrixed environment
Ability to react and adapt to changes in business priorities in a dynamic and fast-paced environment
Experience with Salesforce, CRM Microsoft Office Suite and PowerBI

Nice to Have

Prefer candidate who has Executive Engagement management background and can quickly drive impact in role

Qualifications

Bachelor's degree in marketing, business, or a related field

Benefits & Perks

Comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing
Information about bonus structure (short-term incentives, long-term incentives and/or sales compensation) available during the selection process

Working at Level 3 Communications

Lumen is committed to building a culture based on teamwork, trust, and transparency. We value innovation, collaboration, and delivering lasting impact through flexible and inclusive work environments.

Apply Now