Sr Lead Client Transition Partner - Work from Home - Flexible location
Lumen

The Role

As the Sr Lead Client Transition Manager, you will enable Lumen to contract more efficiently and professionally with sophisticated global purchasers of complex solutions, seamlessly transition customers from contract into execution, form part of the pre-sales team to increase customer confidence in our ability to deliver programs of works and ensure a seamless handover to in-life management. 

Complex solutions are those that are unlikely to be delivered (technically or commercially) with standard products and delivery process. The likely contract value for a complex engagement will exceed $4M over the initial term. The role has two key areas of focus:

The Client Transition Executive will act as a resource that is dedicated, to create, tailor customer delivery plans, and service experience documentation as a pre-sales resource that is accountable to the bid team. They ensure that all documentation is tailored to the customer and articulates how Lumen can transform the customer to the desired end state. This will include detailed migration, project plans, and Service Experience. All proposed operational models will integrate into the customer’s environment and process.

The Client Transition Executive will actively work with the Lumen's PMO, operational, and Tailored Experience organizations, to ensure full alignment on resources and expectations. As needed, they will engage with 3rd parties to augment resources to deliver complex transition programs.

They will work with the Acquisition Enablement team to create and maintain project delivery documentation and methodology. 

After the contract, the Client Transition Executive will be responsible for documenting all aspects of the delivery and service expectations. After a contract has been secured, deliverables will be handed off to project managers, product developers, CSMs, etc. The Client Transition Executive owns that hand-off and will set up and run a series of briefing sessions where  Lumen’s obligations are clearly articulated to each of the business owners who have a role in successful migration and/or delivery. The Client Transition Executive will make themselves available to those teams after these briefings for any further clarification.

They will work in concert with the Customer Success teams and ensure that all project milestones are understood, and teams are resourced as per expectations. They will function as an escalation point throughout the delivery and hand over of the service experience. It is expected they will support the first series of CBR’s and then hand over in full.  They will Investigates customer solution deployment against design documents, if solution are not built appropriately will provide direction to network team. Communicates directly with customers.

The Main Responsibilities

•    The core objective is to ensure the customer has a clear understanding of our transition approach and expectations of the service experience that have been set
•    Accountable for service and delivery vison for the customers they are supporting, through the customer buying journey. Document and tailor customer project plans, as part of a pre-sales engagement. Sets and documents clear customer expectations, will co-author the Solution Design Requirements (SDR), and any customer RACI, play/run books, etc.
•    Responsible for seamless handoff into Customer Success and supporting documentation. Will ensure that all internal documentation is created to support the customer and facilitate and seamless handover, for example, Run book.
•    During the pre-sales phase, the role will capture contractual obligations and ensure that these are tracked to be executed against during deployment.
•    Customers single point of contact pre-sales for service and transition, simplifying the buying experience
•    Supports all products and services, managed and unmanaged
•    Will contribute to technology reviews of trends that are impacting customers and or areas of improvement that are needed to drive greater adoption of CenturyLink services.
•    Works closely with Client Strategist and the SE team to form part of the opportunity pursuit function.
•    Ensures migration strategy is tailored to the customer’s environment and that any known risks and assumptions are documented.
•    Engages in strategic discussions with customer executives to help articulate, define, and set service, migration direction, and transition experience.
•    Establishes relationships at the most senior levels of a customer which facilitate operational and transition acceptance.
•    Knowledge sharing experience across the organization to drive greater adoption of a solution-based proposition.
•    They will Investigate customer solution deployment against design documents, if solution are not built appropriately will provide direction to network team. Communicates directly with customers

What We Look For in a Candidate

•    10 years of relevant job experience with similar essential duties
•    The ability to demonstrate translating customer drivers to differentiated value positioning
•    Project/Program management experience, delivering complex solutions
•    Service transition planning
•    Service experience, fluent in ITIL and other industry standards
•    Advanced presentation skills
•    C-Suite training

Preferred Qualifications
•    Bachelor's degree or equivalent combination of applicable education and experience required, MBA or related graduate degree preferred.
•    Demonstrated project management experience (at least 8 years) in the technology arena
•    Strong relationship skills
•    Exceptional strategic planning, time management skills
•    Experience at being a strategic member of a sales team that contributes significantly to the growth and development of the business.
•    High energy level and demonstrated drive to succeed.