Customer Success Advocate I

6 days ago

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

Lumen Technologies is a leading provider of digital infrastructure solutions, connecting people, data, and applications across the globe. Our mission is to ignite business growth by delivering innovative, secure, and effortless connectivity solutions.

We are committed to building a culture of teamwork, trust, and transparency, where our employees can thrive and make a meaningful impact. Our dedication to workplace inclusion and employee support has earned us recognition as one of the greatest workplaces for diversity and a perfect score on the Human Rights Campaign Corporate Equality Index.

The Role

The Customer Success Advocate I is a customer-facing role that ensures our small and medium-sized customers achieve their business objectives through effective utilization of our digital infrastructure solutions.

Main Responsibilities
  • Implement Customer Success Plans: Develop and execute customer success plans using standardized journey templates to set customer expectations and ensure they are prepared for key milestones throughout the customer lifecycle.
  • Manage Customer Metrics: Leverage and manage overall customer metrics, including customer usage data, health indicators, and renewal dates, to ensure alignment with customer objectives and success metrics.
  • Evaluate Product and Portal Adoption: Assess the current product and portal adoption maturity level and address roadblocks by leveraging digital marketing materials, adoption articles, and other templates.
  • Identify Expansion Opportunities: Recognize potential opportunities for expansion and ask appropriate questions to further qualify the opportunity, partnering closely with sales.
  • Implement Revenue Management Practices: Drive accountability and alignment of operations and financial goals, including revenue retention and growth strategies.
  • Communicate and Escalate Customer Concerns: Communicate, escalate, and drive mitigation plans cross-functionally to de-risk accounts and handle urgent customer concerns.
  • Partner with Sales and Delivery: Ensure successful deployment of solutions and services, including periodic first bill reviews and audits to minimize billing disputes.
  • Renewal and Re-Rate Implementation: Responsible for renewal and re-rate implementation via contract end-date management, leveraging renewals to influence customer technology evolution.
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

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