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. Learn more about the Lumen team members you'll work with through the service delivery process.

Your Lumen account team

Customer delivery manager

Your customer delivery manager helps ensure your Lumen installation experience is a very positive one. Their name, phone number, and email address appear on your order confirmation email. They answer any questions about your order, keep you informed about your order status (including key milestones), and advocate on your behalf.

Customer delivery manager

Your customer delivery manager helps ensure your Lumen installation experience is a very positive one. Their name, phone number, and email address appear on your order confirmation email. They answer any questions about your order, keep you informed about your order status (including key milestones), and advocate on your behalf.

Account director

Sales focuses on identifying strategic solutions that align to your evolving technology roadmap by partnering closely with your customer success professional who gathers and confirms your requirements so they can submit your order. They will also work with you to execute all quotes and orders for additional Lumen services, and help you through the credit-application process.

Account director

Sales focuses on identifying strategic solutions that align to your evolving technology roadmap by partnering closely with your customer success professional who gathers and confirms your requirements so they can submit your order. They will also work with you to execute all quotes and orders for additional Lumen services, and help you through the credit-application process.

Customer success professional

Your customer success professional works with you to understand your business objectives and identifies Lumen solutions to help you achieve your goals. They also track the overall performance of your services, partner with you at key interaction points to help ensure alignment and resolve issues, and provide continued value through onboarding and post-activation meetings, first bill reviews, and quarterly success reviews. They also guide you on how to use Lumen digital, self-service tools, such as Lumen Connect, to help you activate, monitor, and manage your services.

Customer success professional

Your customer success professional works with you to understand your business objectives and identifies Lumen solutions to help you achieve your goals. They also track the overall performance of your services, partner with you at key interaction points to help ensure alignment and resolve issues, and provide continued value through onboarding and post-activation meetings, first bill reviews, and quarterly success reviews. They also guide you on how to use Lumen digital, self-service tools, such as Lumen Connect, to help you activate, monitor, and manage your services.

Sales engineer

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.

Sales engineer

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

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.

Technical design engineer

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

The billing coordinator addresses all billing-related issues and can provide you with an overview of Lumen Connect's billing capabilities. They can also coordinate more advanced training as needed.

 

Billing coordinator

The billing coordinator addresses all billing-related issues and can provide you with an overview of Lumen Connect's billing capabilities. They can also coordinate more advanced training as needed.

 

Additional channel-specific roles

Based on your relationship with Lumen, you may have additional account team members:

Client support manager

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.

Client support manager

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.

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

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.

Channel manager

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

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.

Partner experience manager

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.

What happens next?

Your customer delivery manager will contact you very soon to introduce themselves. In the meantime, here are the key steps you can expect to work on with them:

 

  1. Getting your service installation information.

  2. Finding and meeting the right local contact at your other location(s).

  3. Scheduling a site survey.

  4. Reviewing the results of the site survey.

  5. Getting your equipment room ready.

  6. Scheduling your test and turn up date.

 

Your customer delivery manager is your contact throughout the lifecycle of the order. They manage your order from submission to customer acceptance, communicate with you at key milestones and updates, and can answer any order-related questions.

Need to escalate a delivery-related issue? Learn how to engage Lumen management in the order turn-up process.