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Customer Success Advocate I

2 months ago

Monroe, Louisiana, United States Lumen Technologies Full time
About Lumen Technologies

Lumen Technologies is a leading provider of digital infrastructure solutions, connecting businesses and individuals across the globe. Our mission is to ignite business growth by harnessing the power of data, applications, and people.

The Role

The Customer Success Advocate I is a customer-facing role that ensures our small and medium-sized customers achieve unparalleled success in delivering on their critical business objectives through leveraging our cutting-edge digital solutions.

Main Responsibilities
  • Implement Customer Success Plans: Develop and execute customized journey templates to set customer expectations, ensure preparedness for key milestones, and empower customers to self-serve.
  • Manage Customer Metrics: Leverage and manage overall customer metrics, including customer usage data, health indicators, and renewal dates, to align with customer objectives and success metrics.
  • Evaluate Product and Portal Adoption: Assess the current adoption maturity level of our products and portals, address roadblocks, and provide digital marketing slicks, adoption articles, and other templates to support growth.
  • Recognize Expansion Opportunities: Utilize in-depth knowledge of our portfolio offerings to identify potential expansion opportunities and partner closely with sales to qualify and pursue these opportunities.
  • Implement Revenue Management Practices: Drive accountability and alignment of operations and financial goals, revenue retention, and growth strategies, including value realization, renewal execution, risk management, and customer growth/expansion.
  • Communicate and Escalate Mitigation Plans: Cross-functionally communicate, escalate, and drive mitigation plans to de-risk accounts, handle urgent customer concerns, and escalate internally when necessary.
  • Partner for Successful Deployment: Collaborate with sales, delivery, and support to ensure successful deployment of solutions and services, including periodic first bill reviews and audits to minimize billing disputes.
  • Renewal and Re-Rate Implementation: Manage contract end-date, leverage renewals to influence customer technology evolution, and incorporate on-net migrations to improve Lumen profit margins.
Requirements
  • 2+ years of customer success or account management experience
  • Bachelor's Degree or equivalent work experience
  • Experience working with and supporting enterprise customers and responding to needs with empathy and integrity
  • Strong communication and interpersonal skills with ability to build relationships within customer accounts
  • Ability to problem solve on behalf of customers while adhering to internal policies and process
  • Technical aptitude to learn the basics of data networking technologies, products, and features
  • A high level of accuracy and attention to detail with good organizational capabilities
  • Ability to prioritize and respond to customer data points and insights
  • Prioritize high volume of tasks 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