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Customer Success Advocate Senior

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 the world and igniting business growth. We are committed to delivering innovative, secure, and effortless connectivity to our customers.

Our company culture is built on the principles of teamwork, trust, and transparency. We strive to create a workplace that is inclusive and supportive, where our employees can thrive and deliver lasting impact.

The Role

The Senior Customer Success Advocate is a customer-facing role aligned with our Inside and Mid-Market Customer Segment. The primary focus of this role is revenue retention for the Inside/Mid-Market customer base, with strict adherence to activity metrics to ensure alignment with Customer Success objectives.

The Senior Customer Success Advocate will also be responsible for acting as a subject matter expert, providing insight and review for team members, and participating in regional and all-hands discussions and presentations to leadership.

Main Responsibilities
  • Subject Matter Expertise: Act as a subject matter expert on a specific topic or process and provide insight and review for team members, including specific opportunities to present in regional and all-hands discussions and to leadership.
  • Mentor/Training/Coaching Expectations: Participate in an active mentorship either on their own team or peer team for new hires and/or select Customer Success Advocates. Assignment as mentor would be documented and reviewed with goals and expectations to gauge effectiveness.
  • Project-Based Activity: Engagement in an ad-hoc project(s) as required to showcase analytical and/or ability to provide valuable feedback to the CS ecosystem or leadership.
  • Account-Based Activity: Lead CS Engagement on a high-interaction account (DSR, for example) that requires daily intervention, meetings, customer, and sales-facing requests, etc.
  • Handles Highly Complex Renewal and Upgrade/Upsell Opportunities: Handles highly complex renewal and upgrade/upsell opportunities and other requests with little to no input or assistance from management or peers.
  • Completes All Required Training Activity: Completes all required training activity in a timely manner without additional follow-up.
  • Escalation Management: Escalation management as part of individual base of accounts or team when additional assistance is required.
  • Timely Manage All Activity Parameters: Timely manage all activity parameters (i.e., Gainsight) to ensure Customer Success objectives are clearly met. Utilize health indicators to proactively address relevant issues with customers.
  • Complex Account Base Mix: The Senior Customer Success Advocate will have responsibility for accounts that require higher touch/complexity level (i.e., accounts billing >10K will be scaled toward Customer Success Advocate Sr, while Inside accounts will be fewer).
  • Implement Customer Success Plans: Implement Customer Success Plans and identify and qualify opportunities for expansion with partnership with Sales as necessary.
  • Implement Revenue Retention and Growth Strategies: Implement revenue retention and growth strategies and execute repeatable, consistent renewal and MAC methodology, month over month.
  • Manage Risk to Customer's Success: Manage risk to Customer's success by identifying root causes and protect revenue by churn and disconnect mitigation, timely rerate/renewal of expired contracts, as well as billing credit mitigation.
What We Look For in a Candidate

5+ years of customer success or account management experience

Experience managing Inside and/or Mid-Market accounts

Ability to manage accounts end-to-end without intervention from Sales counterparts (i.e., CS Only accounts)

Ability to meet stated targets (Retention, MRR, Write-down, Gainsight activity) consistently

Ability to manage a robust funnel of Retention, Product Migration, and MAC opportunities; as well as keeping funnel managed and cultivated month over month

Education: Bachelor's degree in related field (Marketing, Sales, Business Admin, Communications, Telecom, etc.) or commensurate experience