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Customer Engagement Advocate II

4 months ago

Remote, Oregon, United States Lumen Full time

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.

The Role

The primary responsibility of the Customer Engagement Advocate II is to provide sales and sales support for complex communications product solutions (data, voice, IP, etc.) for Public Sector. The Customer Engagement Advocate is a key member of a Sales team, who is responsible for customer life cycle management and retention. As a primary interface with both internal and external customers, the Customer Engagement Advocate II service and skills make a positive contribution to the strength of Lumen's relationship within our accounts.

The Main Responsibilities
  • Become the Single Point of Contact (SPOC) for all post sale activities once the customer's services are up and running.
  • Interact effectively as a team member within the Public Sector Account Team organization to support achievement of sales objectives and deliver Lumen's Spirit of Service.
  • Ability to contribute to the attainment of revenue objectives by managing orders from the sales stage through to accurate billing and revenue recognition.
  • Revenue Forecasting – understand the base they support, forecast disconnects, recompete impacts and utilize Salesforce to accomplish these tasks.
  • Leverage Gainsight to work through tasks like renewals, first bill reviews.
  • Partner with Sales, Service and Support personnel to strategically support accounts.
  • Make accurate and timely decisions based on customer needs and business requirements.
  • Develop, maintain, and manage customer relationships from the operational to executive levels throughout the organization.
  • Ability to effectively represent Lumen to multiple departments and levels within the Account, by understanding how Lumen's products meet their goals.
  • Project Management of the activities of multiple Lumen departments such as Contracts, Pricing, Order Entry, Provisioning, Design, Installation and Billing on behalf of Lumen Customer to install new service, or to coordinate moves, adds or changes to existing service.
  • Portal On boarding/process training. Onboard customers in partnership with SME organization. Review Customer Information Guides with Customer, update when necessary. Liaise with internal departments and customer to ensure all needs are addressed related to onboarding.
What We Look For in a Candidate
  • Minimum 3 years' experience in a telecommunications customer -facing environment supporting Enterprise Customers.
  • Experience in developing long-term business relationships with key decision makers within organizations, with a proven knowledge of the sales cycle.
  • An ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf.
  • Drive balanced communication with tact and diplomacy, while juggling competing customer & company priorities.
  • Extensive knowledge of new technologies and selling points which includes enhancing expertise in the company's product application technologies.
  • Strong understanding of IP Products and Services.
  • Experience in teaming effectively with others across different disciplines, functions, and organizations.
  • Strong written, oral communication skills to include presentation skills, interpersonal skills, and a professional business image.
  • Ability to multitask and meet multiple timelines.
  • The ability to travel to customer sites.
  • Working knowledge of the applicable tools & techniques of customer support within telecommunications.
  • Working knowledge of MS Office suite.
Compensation

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

$ $65840 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$ $69300 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$ $72770 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$ $76230 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.

Requisition #: 333007

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.

Salary RangeSalary Min :

49380

Salary Max :

76230

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.