Senior Customer Advocate Job at Lumen, Town and Country, MO

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Job Description

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. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology

The Role

The

Customer Success Advocate

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. This is accomplished by viewing our products from the customers’ perspective, monitoring early indicators of customer health, proactively addressing their concerns, and helping them better use our technology to meet their corporate goals and objectives. With established trust and loyalty, this role seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engaging sales accordingly.

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: 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 work streams 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

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.

Requisition #: 328026

When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

EEO Statement


We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

NOTE:

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Disclaimer


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Salary Range

Salary Min :

44550

Salary Max :

99000

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. To learn more about our bonus structure, you can view additional information . We're able to answer any additional questions you may have as you move through the selection process.

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.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

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Job Summary
  • Location
    Town and Country, MO
  • Job Type
    Full Time
  • Salary
    $44,550 - $99,000 a year
  • Date Posted
    2023-05-12
  • Expiration date
    2026-01-16