Customer Success Advocate II

Lumen Technologies

8d ago

Applications are closed

Job
Full-time
Mid Level
Customer Relations
Sales & Business Development
United States
Remote

Requirements

Experience: 3+ years customer success or account management experience
Education Level: Bachelor's Degree or equivalent work experience
Experience working with and supporting enterprise customers, evaluating, and responding to needs with empathy and integrity
Excellent communication and interpersonal skills with ability to build relationships within customer accounts
Ability to proactively problem solve, make decisions on issue resolution while effectively negotiating directly with the customer and internally on their behalf
Technical aptitude to learn data networking technologies, products, and features
A high level of accuracy and attention to detail with good organizational capabilities
Ability to interpret customer data points and insights, prioritize and respond accordingly
Prioritize and manage multiple workstreams and task lists with strong time management skills
Ability to quickly learn various software, web-based platforms, and systems in accessing data
Working knowledge of MS Office suite

Responsibilities

Implement customer success plans using standardized journey templates to set customer expectations and ensure they are prepared for key milestones through the lifecycle (Get, Use, Pay & Renew), reinforce ecosystem hand-offs, and empower customers to self-serve
Leverage and manage overall customer metrics, which include customer usage data, health indicators (disconnects, credits, orders, churn propensity scores, NPS), and renewal dates with a holistic view that aligns with customer objectives/success metrics
Evaluate current product and portal adoption maturity level (depth and breadth) and address roadblocks by leveraging digital marketing slicks, adoption articles and other templates
Know the Lumen portfolio offerings well enough to recognize a potential opportunity for expansion and ask appropriate questions to further qualify the opportunity, partnering closely with sales
Implement revenue management practices, driving accountability and alignment of our operations and financial goals; revenue retention and growth strategies which include value realization, renewal execution, risk management and customer growth/expansion
Communicate, escalate, and drive mitigation plans cross-functionally to de-risk accounts; handle urgent customer concerns and escalate internally when necessary (i.e., Service Improvement Plans)
Partner with sales, delivery & support to ensure successful deployment of solutions and services including periodic first bill reviews and audits to minimize billing disputes
Responsible for renewal and re-rate implementation via contract end-date management, leveraging renewals to influence customer technology evolution while incorporating on-net migrations that improve Lumen profit margins

FAQs

What is the primary focus of the Customer Success Advocate II role?

The primary focus is to ensure small and medium-sized customers are successful in achieving their business objectives by leveraging Lumen solutions.

What qualifications are required for this position?

Candidates should have 3+ years of customer success or account management experience, a Bachelor's Degree or equivalent work experience, and experience working with enterprise customers.

What key skills are necessary for success in this position?

Excellent communication and interpersonal skills, problem-solving abilities, technical aptitude, attention to detail, and strong organizational capabilities are crucial for success.

How does this role contribute to customer retention and growth?

The role involves implementing success plans, evaluating customer health metrics, driving engagement, and identifying upsell and cross-sell opportunities, ultimately focusing on revenue retention and growth.

Are there opportunities for career advancement in this role?

Yes, the position is designed to build trust and loyalty, paving the way for expanded partnerships, which may lead to further career opportunities within the company.

What tools and platforms will I need to use in this role?

A working knowledge of the MS Office suite and the ability to quickly learn various software and web-based platforms is important for accessing customer data and managing insights.

Is there a requirement for a background check?

Yes, selected candidates will undergo a background screening that may include checks for criminal records, motor vehicle reports, and drug screening.

What type of benefits does Lumen offer for this position?

Lumen offers a comprehensive benefits package, including health, life, and voluntary lifestyle benefits, to enhance physical, mental, emotional, and financial well-being.

What is the expected salary range for the position?

The salary range differs based on location, ranging from $49,380 to $90,970 depending on the employee's primary work location and individual qualifications.

How will I be evaluated during the application process?

Candidates may be required to complete a video interview as part of the application process, which includes recorded questions and game challenges.

Lumen Technologies

We connect people, data, applications – quickly, securely, and effortlessly.

Telecommunications

Industry

10,001+

Employees

Mission & Purpose

Lumen connects the world. We digitally connect people, data and applications – quickly, securely and effortlessly. Everything we do at Lumen takes advantage of our network strength. From metro connectivity to long-haul data transport to our edge cloud, security, and managed service capabilities, we meet our customers’ needs today and as they build for tomorrow.