Customer Success Planning: Develop and implement customer success plans using standardized journey templates to set clear expectations and guide customers through key lifecycle milestones, including onboarding, utilization, billing, and renewal phases. Customer Health Monitoring: Manage and analyze customer metrics such as usage data, health indicators (e.g., service disconnects, credits, orders, churn propensity scores, Net Promoter Scores), and renewal dates to align with customer objectives and ensure ongoing satisfaction. Product Adoption Facilitation: Assess the maturity level of product and portal adoption, addressing any roadblocks by leveraging digital marketing materials, adoption articles, and other resources to promote deeper engagement with Lumen's offerings. Opportunity Identification: Recognize and qualify potential opportunities for upselling and cross-selling by understanding customer needs and collaborating closely with the sales team to expand partnerships. Revenue Management: Implement strategies focused on revenue retention and growth, including value realization, renewal execution, risk management, and customer expansion, to align with Lumen's financial goals. Risk Mitigation: Communicate, escalate, and drive mitigation plans across functions to address and de-risk accounts, handling urgent customer concerns and escalating internally when necessary. Renewal Management: Oversee contract end-date management, leveraging renewals to influence customer technology evolution while incorporating on-net migrations that improve Lumen's profit margins.

Project manager for hosting/colocation/networking orders from multiple clients.