Customer Success Advocate I

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

Lumen's commitment to workplace inclusion and employee support shines bright. We've made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we're the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

As a Customer Success Advocate I you will play a crucial role in ensuring customer satisfaction and retention with our mid-size businesses. They are responsible for building and maintaining strong relationships with customers, addressing their needs, and ensuring their success with the company's products or services. One exciting aspect of this role is the opportunity to make a real impact on the business by driving customer loyalty and advocacy. A successful Customer Success Advocate I can help reduce churn, increase revenue, and improve the company's reputation. In this role, you would work closely with other departments, to ensure a seamless customer experience and to provide valuable feedback to improve the company's offerings. The role reports directly to the manager of Customer Success and is considered an individual contributor.

• 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 manager overall customer metrics, which include customer usage data, health indicators (discounts 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.
• Implement revenue management practices, driving accountability and alignment of 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
• Leverage renewals to influence customer technology evolution while incorporating on-net migrations that improve Lumen profit margins (Renewal and re-rate implementation via contract end-date management)

•Required Qualifications:

• • Experience: At least 2 years in customer success or account management
  • Academic Qualification: Bachelor's Degree or comparable work experience
  • Helped and cared for large business clients with empathy and integrity
  • Effective at communicating and relating to customers
  • Skilled in solving customer problems within internal rules and procedures
• Preferred Qualifications
  • Familiarity with MS Office suites
  • Capability to rapidly acquire various software, web-based platforms, and systems for data access
  • Technical skill to learn the fundamentals of data networking technologies, products, and features
  • Effective communication and interpersonal skills with capacity to establish rapport within customer accounts
  • A good skill to be accurate and meticulous with the details and to organize things in a systematic way

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges

$ $44890 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$ $47250 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$ $49620 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$ $51980 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

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 #: 333757

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, 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.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

33670

51980

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.