Readiness support: Meet your account team
Lumen is committed to making it easy to do business with us and providing you with secure, reliable connections when, where, and how you need them. We have a dedicated customer care manager (CCM) assigned to your account to ensure your experience with us is a very positive one. The name, phone number and email address of your CCM appear on your order acknowledgement letter. Your CCM will assist you with any inquiries you may have regarding your order, keep you informed of the status every step of the way and will act as an advocate on your behalf. However, in the event that you are not fully satisfied with the progress of your order, learn how to engage Lumen management in the order turn-up process.
What you can expect
- A consistent resolution process with active customer participation
- Action planning and deliver according to committed dates
- Management involvement as appropriate
Your customer care manager (CCM)
We know that clear communication and accountability are necessary to successful turn-ups. That’s why we have provided you with a single go-to person for you to confirm status, schedule service, and exchange information. This is an important role as they ultimately “own” your overall experience with us. Your CCM will be contacting you very soon to introduce themselves. In the meantime, here are the key steps you can expect to work on with your CCM:
- Getting your service installation information.
- Finding and meeting the right local contact (at your other location(s).
- Scheduling your site survey.
- Reviewing the results of your site survey.
- Getting your equipment room ready.
- Scheduling your test and turn up date.
Your CCM is your contact throughout the lifecycle of your order. They will manage your order from submission to customer acceptance and communicate with you at key milestones and updates.
If you have questions about your order, please contact your CCM.
Account director (AD)
Sales focuses on providing you with the right counsel and identifying strategic solutions that align to your evolving technology roadmap by partnering closely with your customer success professional. They are responsible for gathering and confirming your requirements so they can submit your order. They will also work with you to execute all quotes and orders for additional Lumen services, as well as helping you through the credit-application process.
Customer success (CS) professional
Your customer success professional is your primary point of contact and partners closely with you to understand your critical business objectives and help leverage Lumen solutions to achieve your goals. They take a strategic view into understanding your business needs, track the overall performance of solutions, and anticipate opportunities that can improve your business outcomes. They partner with you at key interaction points to ensure alignment and swift issue resolution, provide continued value through onboarding and post-activation meetings, first bill reviews, and quarterly success reviews. They also guide you on how to best leverage Lumen digital, self-service tools, such as Control Center, making it easier for you to activate, monitor, and manage your solutions.
Sales engineer (SE)
Your sales engineer works with you to identify technical options and define technical requirements for implementing your services. They are responsible for understanding your existing network, key locations, and potential needs. With technical knowledge and information about Lumen services, your sales engineer manages the engineering portion of your service quote as well as the inventory and capacity process for your new order.
Technical design engineer (TDE)
A technical design engineer works on many orders and, after your initial order has been submitted, works with you (or your IT contact) to help ensure we have all the necessary technical information to properly install your service.
Billing coordinator (BC)
The billing coordinator addresses all billing-related issues and can provide you with an overview of Control Center's billing capabilities. They can also coordinate more advanced training as needed.
Additional channel-specific roles
Client support manager (CSM)
For wholesale, government, and education customers, your client support manager is responsible for your lifecycle management needs, including your first bill review and any billing concerns, point of contact for issues and escalating trouble tickets as needed, regular business reviews of your account and general account maintenance.
Indirect partner
As a customer of our indirect channel, you may always work through your respective partner. Although you have direct access to our representatives, your partner may also act as a liaison between your business and Lumen.
Channel manager (CM)
Both your partner and channel manager provide information about Lumen services and serve as your overall points of contact for Lumen sales. Your channel manager gathers and confirms your requirements—elements necessary to submit an order. They also work with you to execute all quotes and orders for new and additional Lumen services and help you through the credit-application process.
Partner experience manager (PEM)
Your partner experience manager works with your partner to oversee all lifecycle needs for your account. As your account stewards, your partner and partner experience manager are your points of contact for escalations, service and business reviews, and all other aspects of your experience.
