The Role

The Client Transition Manager will be accountable for ensuring that customers can seamlessly transition 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. Communicate on how a customer may look to transform their organization in an optimal manner. They must be able to then map this back to Lumen solutions and services. This will be delivered in a consultative and agnostic manner that demonstrates the customer benefits and impact when planning and executing a transition (positive or negative). The transition and service wrap will be uniquely customized for each customer.

Migration Strategy: Customers are looking for a wider scope of support when looking at migration from one technology platform to another

Drive for Solution: There has been a shift in customer requirements for integration solutions deliver back as a service

Services: Identify and implement Transition solutions to support key project phases such as discovery and design and minimize the risk to implementation

The Client Transition Manager has two key areas of focus:

Act as a resource that is dedicated to creating, tailor customer delivery plans, and service experience documentation as a pre-sales resource that is accountable to the bid team. Ensure that all documentation is tailored to the customer and articulates how Lumen can transform the customer to the desired end state. Include detailed migration, project plans, and Service Experience. All proposed operational models will integrate into the customer’s environment and process.

After contract execution, the team will be responsible for documenting all aspects of the delivery and service expectations. After a contract has been secured, deliverables will be handed off, the team owns hand-off and will set up and run a series of briefing sessions where Lumen’s obligations are clearly articulated. 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.

The Main Responsibilities

• Demonstrates company’s values, maintains a positive open demeanor, encourages different points of view, moves team forward through change; provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration.
• Drive business with clear management routines, solution selling methodology, and complex selling
• Manages the structure, vision, and organization of department to ensure the effective fulfillment of objectives with the infrastructure necessary to support growth
• Stimulate a productive and motivating work environment within the organization that drives excellent performance.
• Effectively communicates with customer C-level commercial and technical staff on issues related to CenturyLink transition and in-life experience. Act as an executive sponsor to enable a strong customer outcome
• Can directly lead in creating documentation and customer plans to ensure a successful customer experience, whilst ensure the most profitable outcome for Lumen. Candidates will be expected to document and facilitate a seamless customer handover increasing NPS scoring

• A change agent leader who will build a strong team to drive a compelling focus on securing new opportunities to support net revenue growth
• A well-rounded, business leader with strong commercial and technical experience who can manage leading indicators, analyze trends, and negotiate with customers to ensure Lumen expands revenue in line with growth aspirations
• A strong leader who can collaborate and inspire a team to reach their potential
• A leader with the ability to collaborate with broad teams and drive our company culture and values and with a passion to help our customers be successful
• Client Transition Manager advocates and documents the impact that Lumen can deliver to a customer, supporting the requirements of Lumen’s top customers. The role will need to be able to document and show how a Lumen can transform their organization
• Be experts in create tailored responses to customer transitions, which prove a strong understanding of risk, benefits, and mitigation tactics
• Create clear, organized external and internal documents for stakeholders

What We Look For in a Candidate

Minimum skills required to perform in this role:

Equivalent combination of applicable education and experience required, MBA or related graduate degree preferred.

A track record for consistently exceeding activity goals.

Business Technical background is helpful.

Project/Program management experience, delivering complex solutions

Service transition planning

Service experience, fluent in ITIL and other industry standards