Customer Engagement Advocate II

Customer Engagement Advocate IILumen 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. 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 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 include:Become the Single Point of Contact (SPOC) for all post sale activities once the customer's services are up and runningInteract effectively as a team member within the Public Sector Account Team organization to support achievement of sales objectives and deliver Lumen's Spirit of ServiceAbility to contribute to the attainment of revenue objectives by managing orders from the sales stage through to accurate billing and revenue recognitionRevenue Forecasting understand the base they support, forecast disconnects, recompete impacts and utilize Salesforce to accomplish these tasksLeverage Gainsight to work through tasks like renewals, first bill reviewsPartner with Sales, Service and Support personnel to strategically support accountsMake accurate and timely decisions based on customer needs and business requirementsDevelop, maintain, and manage customer relationships from the operational to executive levels throughout the organizationAbility to effectively represent Lumen to multiple departments and levels within the Account, by understanding how Lumen's products meet their goalsProject 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 servicePortal 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 onboardingWhat we look for in a candidate includes:Minimum 3 years' experience in a telecommunications customer-facing environment supporting Enterprise CustomersExperience in developing long-term business relationships with key decision makers within organizations, with a proven knowledge of the sales cycleAn ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalfDrive balanced communication with tact and diplomacy, while juggling competing customer & company prioritiesExtensive knowledge of new technologies and selling points which includes enhancing expertise in the company's product application technologiesStrong understanding of IP Products and ServicesExperience in teaming effectively with others across different disciplines, functions, and organizationsStrong written, oral communication skills to include presentation skills, interpersonal skills, and a professional business imageAbility to multitask and meet multiple timelinesThe ability to travel to customer sitesWorking knowledge of the applicable tools & techniques of customer support within telecommunicationsWorking knowledge of MS Office suiteCompensation: 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. Location Based Pay Ranges: $54,579 - $72,765 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY. $57,309 - $76,409 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $60,039 - $80,042 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.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.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. We do not tolerate unlawful discrimination in any employment decisions.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.