Customer Success Advocate I

Lumen Technologies • Columbia, SC

415d • $33,670 - $56,120

About The Position

The Customer Success Advocate I is a customer-facing role focused on ensuring the success of small and medium-sized customers by helping them achieve their business objectives through effective use of Lumen solutions. This position involves implementing customer success plans, managing customer metrics, and collaborating with sales and support teams to enhance customer experience and drive revenue growth.

Requirements

• 2+ years of customer success or account management experience.
• Bachelor's Degree or equivalent work experience.
• Experience supporting enterprise customers with empathy and integrity.
• Strong communication and interpersonal skills to build relationships within customer accounts.
• Ability to problem solve on behalf of customers while adhering to internal policies.
• Technical aptitude to learn data networking technologies and products.
• High level of accuracy and attention to detail with good organizational skills.
• Ability to prioritize and respond to customer data points and insights.
• Strong time management skills to handle a high volume of tasks.
• Familiarity with MS Office suite.

Responsibilities

• Implement customer success plans using standardized journey templates to set customer expectations and prepare them for key milestones.
• Leverage and manage overall customer metrics, including usage data and health indicators, to align with customer objectives.
• Evaluate product and portal adoption maturity levels and address roadblocks using available resources.
• Recognize potential opportunities for expansion within the Lumen portfolio and engage with customers accordingly.
• Implement revenue management practices to drive accountability and align operations with financial goals.
• Communicate and escalate urgent customer concerns cross-functionally to mitigate risks.
• Partner with sales, delivery, and support teams to ensure successful deployment of solutions and services.
• Manage renewal and re-rate implementation through contract end-date management.

Benefits

• Health insurance
• Life insurance
• Voluntary lifestyle benefits
• Short-term incentives or sales compensation
• Comprehensive benefits package enhancing physical, mental, emotional, and financial wellbeing.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Telecommunications
• Education Level: Bachelor's degree