Job Information
Lumen Manager Solution Support in Albany, New York
About Lumen
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.
Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.
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.
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
Compensation
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:
$128,174 - $170,888 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.
$134,579 - $179,435 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$140,994 - $187,982 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 (https://www.lumenbenefits.com/httpdocs2/index.html)
Bonus Structure
What to Expect Next
Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
Requisition #: 336567
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
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, gender expression, 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 job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
Application Deadline
02/08/2025