Manager Solution Support - Central Region

As a Manager of Solution Support, you will develop your team's technical and sales skills while contributing to the growth of our enterprise customers as they embrace the 4th Industrial Revolution. You will work in partnership with our Sales & Customer Success teams, where you and your team will contribute to our customers' success. The successful Manager nurtures an evolving team by continuously developing the team members, managing through change, and growing strong relationships within her or his ecosystem. You will also 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
Ability to prioritize with good time management skills.
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 Qualifications
Bachelors Degree in Engineering, Physics, Computer Science, related fields or equivalent industry experience in the private sector or military