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Customer Success Senior Lead Business Analyst - Broomfield, CO

Company: Lumen Technologies
Location: Broomfield
Posted on: May 3, 2021

Job Description:

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: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The Customer Success Sr Lead Business Analyst owner plays an integral role in the company's long-term success by strategically positioning the Customer Success organization to transform and enable a digital customer experience, strategically reduce churn, and drive revenue growth. This role will define strategy, vision, roadmaps, and growth opportunities to digitally enable the Customer Success Organization to support our Partner (Indirect) channel.

The Main Responsibilities

  • Has an advanced understanding of the business, systems, architectural concepts and the impact of a proposed solution to help bridge the gap between the development team and the business
  • Providing vision and direction to the development team and stakeholders throughout the project and create requirements
  • Enhances the alignment between business processes and information technology
  • Participates in the implementation of industry leading technologies that produce accurate, value-added reporting that provide relevant insights for increasing customer satisfaction.
  • Maximize ROI - Stakeholder/Contributor for Cost-Benefit Analyses to determine whether requirements are best met by manual, software, or hardware functions; making maximum use of commercial off-the-shelf or already developed components and ensuring a robust design is developed
  • Excellent critical thinking skills; is able to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Implements short-term and long-term objectives, goals and strategies that raise and maintain customer service factors, customer retention and customer revenue.
  • Provides regular stakeholder readouts for initiatives that include objectives, deliverables, roadmap of capabilities and status.
  • Facilitates Requirements gathering with operations/IT
  • Support business strategy development for CS processes
  • Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
  • Helps prepare the Customer Success team to roll out additional processes or functionality

What We Look For in a Candidate

Education:

  • BS or BA, or 3 - 5 years relevant job experience

Relevant job experience is described as:

  • Job experience in similar industry and with job experience with similar essential duties

Critical experiences:

  • 2 plus years in Customer Success organization or similar business unit, ideally supporting our Partner channel
  • Operations: customer facing, assigned and centralized contact centers
  • IT development: understands process associated with developing a new product/service
  • Driving and managing change within a client service organization
  • P&L or responsibility for revenue growth, retention or OpEx reduction
  • Transformation: Success in planning/leading transformation projects

Leadership Skills:

  • Demonstrates Company's values, maintains a positive open demeanor and encourages diversity of thought, and moves team forward in continuous improvement and operational excellence.
  • Change Leadership: Drive and embrace change, have a growth mindset and not settle for the status quo
  • Strategic Orientation
  • Collaboration and Influencing
  • Communication (Written and Oral)
  • Team Leadership and Development
  • Excellent organizational and time management skills
  • Sharp analytical and problem-solving skills
  • Creative thinker with a vision
  • Attention to details
  • OCOC - Cultural Fit

What to Expect Next

Requisition #: 247801

EEO Statement

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, 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 above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Salary Range

Salary Min :

83430

Salary Max :

185400

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.

Salary Range

Salary Min :

83430

Salary Max :

185400

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

Keywords: Lumen Technologies, Broomfield , Customer Success Senior Lead Business Analyst - Broomfield, CO, Other , Broomfield, Colorado

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