Lumen Technologies · 20 hours ago

Customer Success Advocate II

USA

Full-time

Remote

Mid Level

$49K/yr - $91K/yr

3+ years exp

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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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer success experienceAccount management experienceData interpretationTime management skillsMS Office suiteLearning software platforms

Required

3+ years customer success or account management experience

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