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Customer Success Advocate I

2 months ago

Riverside, California, United States Lumen Technologies Full time
About the Role

Lumen Technologies is a leading provider of digital infrastructure solutions, connecting people, data, and applications across the globe. We are seeking a highly skilled Customer Success Advocate I to join our team and play a critical role in ensuring the success of our small and medium-sized customers.

Key Responsibilities
  • 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 manage overall customer metrics, which include customer usage data, health indicators (disconnects, 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.
  • Know the Lumen portfolio offerings well enough to recognize a potential opportunity for expansion and ask appropriate questions to further qualify the opportunity, partnering closely with sales.
  • Implement revenue management practices, driving accountability and alignment of our 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.
  • Responsible for renewal and re-rate implementation via contract end-date management, leveraging renewals to influence customer technology evolution while incorporating on-net migrations that improve Lumen profit margins.
Requirements
  • 2+ years customer success or account management experience.
  • Education Level: 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.
What We Offer

Lumen Technologies offers a comprehensive benefits package, including health, life, and voluntary lifestyle benefits, as well as opportunities for professional growth and development. We are an equal employment opportunity employer and welcome applications from diverse candidates.