Retention Account Manager - Work From Home

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

This is a customer facing position

The Retention Account Manager provides service to assigned territories within a dedicated region within the Public Sector organization

Responsibility includes Moves, Adds and Changes of existing customers and accounts while contributing to the sales and field operations goals and objectives. Additional responsibilities may include assisting customer with service migrations and disconnects

The Main Responsibilities

+ Proactive Communication – Communication to customer and internal stakeholders, with introduction and timelines within defined SLAs

+ Cross Functional Communication – Work closely with eco teams i.e., Order Packaging Desk (OPD)/Order Entry (OE)/Service Delivery and Customer Care

+ Opportunity and Funnel Management

+ Manage the opportunity through the various stages in Salesforce and update comments real time

+ Opportunity values needs to be accurate based on MAC activity

+ Quoting Process – Any case which requires a new build will require the submission into the Capital Approval Tool (CAT) /Capital Approval Request (CAR) tool

+ Site Surveys – Overlay support for these opportunities

+ Dictated by the contract if no fiber on the contract

+ Manage case and opportunity through various stages in Salesforce and update in real time

+ Design Service Request (DSR) will need to be submitted

+ All Metro Ethernet Orders (MOE) require a DSR

What We Look For in a Candidate

+ Experience in Sales and Systems for all Legacy Organizations

+ Knowledge of order processing and completion

+ Proficiency in Microsoft Outlook, Word, Excel and PowerPoint

+ Positive Attitude

+ Customer facing attitude

+ Receptive and open to change

+ Accountability and ownership

+ Collaboration with cross functional teams

+ Proactive communication

+ Sense of urgency

+ Strong organizational skills

+ Ability to prioritize and work in a fast-paced environment

Requisition #: 261492

When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

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.

NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


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

Salary Min :


Salary Max :


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: JC192332201

Posted On: Sep 14, 2021

Updated On: Oct 23, 2021