CUSTOMER SUCCESS ADVOCATE I

The Role

The Customer Success Advocate I is a customer-facing role that ensures our small and medium-sized customers are wildly successful in delivering on their critical business objectives through leveraging their current Lumen solutions. 

The Main 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

What We Look For in a Candidate

•    Experience: 2+ years customer success 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 

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.