Manager Base Management - Federal

at Lumen in Dover, Delaware, United States

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

The Role

The Manager, Base Management aligns and positions the Client Support Management Team to drive the optimal revenue and client experience. This experienced, industry professional has significant customer-facing client service responsibilities.

The Main Responsibilities

+ Drive consistency throughout day-to-day operations: standards, tools, best practices, process knowledge and communication.

+ Escalation assistance and situation management to drive for internal and external issue resolution coordinating across sales, service delivery, billing and service management.

+ Ensure CSM team partners closely with AD/SE teams in order to grow revenue and provide superior customer experience.

+ Ensure coordination and cross alignment with Client Support Management across the sales organization.

+ Ensure positive on-boarding experience for new hires (tools, training, resources, etc) and drive optimal ramp time to full productivity.

+ Implement best practice and solutions to channel’s business and customer needs.

+ Manage resource allocation to ensure assigned account bases allow appropriate sales and client support.

+ Oversight of Key Performance Indicator’s such as revenue, revenue retention, sales, quoting, client survey feedback.

What We Look For in a Candidate

+ 6+ years of related customer-facing client services experience

+ Experience in a telecommunications customer-facing environment supporting telecommunication customers.

+ Ability to manage programs and people across multiple channels and sales teams.

+ Ability to influence senior levels of organization.

+ Excellent communication skills.

+ Ability to identify common needs and issues across the organization.

Preferred Qualifications

+ More than 7+ years of applicable experience

+ Bachelor’s degree in business or related field


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 #: 260431

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.


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

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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 :


Salary Max :


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.

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Job Posting: JC191388840

Posted On: Sep 02, 2021

Updated On: Sep 22, 2021