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Customer Success Manager

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).
  • Leverage and manage overall customer metrics, including 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, and 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 of 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 the ability to build relationships within customer accounts.
  • Ability to problem-solve on behalf of customers while adhering to internal policies and processes.
  • 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 volumes 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.