Don't worry, we can still help! Below, please find related information to help you with your job search.
Customer Success Advocate I
Company | Lumen |
Address | , Remote |
Employment type | |
Salary | |
Expires | 2023-09-16 |
Posted at | 8 months ago |
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
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.The Main Responsibilities
- 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
- 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
- Implement customer success plansusing 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
- 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 implementationvia contract end-date management, leveraging renewals to influence customer technology evolution while incorporating on-net migrations that improve Lumen profit margins
- Communicate, escalate, and drive mitigation planscross-functionally to de-risk accounts; handle urgent customer concerns and escalate internally when necessary (i.e., Service Improvement Plans)
- 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
- Evaluate current product and portal adoption maturity level (depth and breadth) and address roadblocks by leveraging digital marketing slicks, adoption articles and other templates
What We Look For in a Candidate
- Prioritize high volume of tasks with strong time management skills
- Experience: 2+ years customer success or account management experience
- Technical aptitude to learn the basics of data networking technologies, products, and features
- Ability to prioritize and respond to customer data points and insights
- Strong communication and interpersonal skills with ability to build relationships within customer accounts
- Working knowledge of MS Office suite
- Ability to problem solve on behalf of customers while adhering to internal policies and process
- A high level of accuracy and attention to detail with good organizational capabilities
- Experience working with and supporting enterprise customers and responding to needs with empathy and integrity
- Education Level: Bachelor's Degree or equivalent work experience
- Ability to quickly learn various software, web-based platforms, and systems in accessing data
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 #: 329688
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 :
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. 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.
-
Systems Analyst - Excel, Xml, Sql, Scripting
By CyberCoders At Salt Lake City, UT, United States 7 months ago
-
(Senior) Finance & Shared Services Manager
By Catholics For Choice At Washington, DC, United States 7 months ago
-
Paralegal - Probate Administration
By CyberCoders At Miami, FL, United States 7 months ago
-
Account Executive - Automotive Software
By ECW Search At United States 7 months ago
-
Construction Project Coordinator Jobs
By CyberCoders At River Falls, WI, United States 7 months ago