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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 people, data, and applications with speed, security, and ease. Our mission is to ignite business growth by empowering organizations to thrive in a rapidly changing world.

We're committed to building a culture of teamwork, trust, and transparency, where our employees feel valued and empowered to 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 critical 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're 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