Customer Success Advocate I

Customer Success Advocate I

(RE/Inside)

Opened Recently

Location WFH, United States of America

Job Id 329337

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.

The Role

The Customer Success Advocate I is a customer facing role aligned to our mid-markets and small-medium customer segments driving customer value and success through optimal utilization of Lumen solutions.

The Main Responsibilities

Customer Success

Demonstrates customer centricity through viewing the customer journey from the customers’ perspective, addressing their concerns and helping them better use our technology to meet their business goals/objectives. This is accomplished through execution motions around addressing low health scores, revenue growth, maintaining customers, onboarding new customers and taking incoming reactive requests.

• Provide personalized care through a combination of human and digital touchpoints to better serve high priority accounts and increase profitable revenue growth and retention
• Drive customer value realization of Lumen improving customer experience through consistent and relevant digitally led communication and proactive touchpoints
• Properly sets customer expectations and defines next steps, helping the customer feel prepared and satisfied throughout their journey
• Paves the way for Lumen to become thought partner, sharing relevant content with customers at the right time and acting as a technology guide for small customer with minimal IT expertise
• Onboard customers through orchestrating an organized kickoff experience leverage human-led and digital-led communications and touchpoints
• Prioritizes and responds to customer needs and guides customer to the best solution, positioning them for success
• Provides accurate and complete quote with clear understanding of contract and communicating with customer next steps
• Effectively delegate tasks and with support roles and ecosystem partners
• Completes all required training activity in a timely manner without additional follow up
• Manages revenue forecasting

Product Adoption & Value Realization– Manage and monitor product use and adoption, making sure customer gets the long-term results and value they expect

• Leverage digital and automated touchpoints driving customer value via the use of Lumen services
• Support full customer value realization and satisfaction with current product set, providing a clear view of adoption and utilization across customer-facing portals with varying utilization metrics by product
• Inform and educate on self service tools, adoption, and usage process
• Efficiently make changes to products based on customer needs
• Reinforces timely, meaningful, and coordinated customer communications before and during network changes

Additional Responsibilities

Upsell, Cross-sell and Expansion– with established trust and loyalty, seek to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities

• Demonstrate customer-centricity through centering cross-sell and up-sell conversations on customer needs and goals
• Efficiently make changes to products and services as customer business needs change

Risk and Renewal Management – Make renewal execution essentially a “non-event” by consistently managing/mitigating risk, building customer loyalty, raising customer advocacy, leveraging out-of-term rerates, and driving on-net migrations and revenue growth

• Communicate and Supports implementation of mitigation plans with cross-functional teams to de-risk accounts; handle urgent customer concerns and escalate internally when necessary
• Arm customers with appropriate information and self-serve options for efficient technical issue resolution
• Educate and guide customers to resources to ensure clarity with Lumen invoices, payment options and paths for swift resolution if necessary
• Drive proactive renewal communications before upcoming contract expiration
• Provide and submit orders for holistic renewal offers aligned to customer roadmap, including product retirements and migrations
• Lead renewal conversations with value achieved to date and value proposition of renewing and upgrading services

What We Look For in a Candidate

• Experience: 2+ years customer-facing, customer success and/or account management experience
• Education Level: Bachelor’s Degree or equivalent work experience
• Experience working with and supporting enterprise customers and responding to needs with empathy and integrity
• Strong communication and interpersonal skills with ability to build relationships within customer accounts
• Ability to problem solve on behalf of customers while adhering to internal policies and process
• Technical aptitude to learn the basics of data networking technologies, products, and features
• A high level of accuracy and attention to detail with good organizational capabilities
• Ability to prioritize and respond to customer data points and insights
• Prioritize high volume of tasks 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

Salary Range

• Salary Min: 30375
• Salary Max: 67500

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.

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.