What are the responsibilities and job description for the Customer Success Advocate I - Indirect position at Lumen?
The Role
As a Customer Success Advocate I you will play a crucial role in ensuring customer satisfaction and retention with our mid-size businesses.
They are responsible for building and maintaining strong relationships with customers, addressing their needs, and ensuring their success with the company's products or services.
One exciting aspect of this role is the opportunity to make a real impact on the business by driving customer loyalty and advocacy.
A successful Customer Success Advocate I can help reduce churn, increase revenue, and improve the company's reputation. In this role, you would work closely with other departments, to ensure a seamless customer experience and to provide valuable feedback to improve the company's offerings.
The role reports directly to the manager of Customer Success and is considered an individual contributor.
Location and Schedule
- Reside in Eastern or Central Time Zone
- Work from Home
- Monday - Friday 8a - 5p
The Main 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
What We Look For in a Candidate
- Experience : 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
- that improve Lumen profit margins
Compensation
The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.
Location Based Pay Ranges
$33670 - $44890 in these states : AR KY LA ME MS NE SC
$35440 - $47250 in these states : AL FL GA IN IA KS MO OH OK PA VT TN WV WI
$37220 - $49620 in these states : MI MN NH NC RI
$38990 - $51980 in these states : CT DE DC IL MD MA NJ NY TX VA
As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.
Salary : $33,670 - $44,890
