Customer Success Advocate I

Lumen Technologies • Austin, TX

406d • $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's 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 working with and 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 and processes.
• Technical aptitude to learn the basics of data networking technologies, products, and features.
• High level of accuracy and attention to detail with good organizational capabilities.
• Ability to prioritize and respond to customer data points and insights.
• Strong time management skills to prioritize a high volume of tasks.
• Ability to quickly learn various software, web-based platforms, and systems.

Nice To Haves

• Working knowledge of MS Office suite.

Responsibilities

• Implement customer success plans using standardized journey templates to set customer expectations and ensure they are prepared for key milestones through the lifecycle.
• Leverage and manage overall customer metrics, including customer usage data, health indicators, and renewal dates, aligning with customer objectives.
• Evaluate current product and portal adoption maturity levels and address roadblocks using various resources.
• Recognize potential opportunities for expansion within the Lumen portfolio and ask appropriate questions to qualify these opportunities.
• Implement revenue management practices to drive accountability and alignment of operations and financial goals.
• Communicate, escalate, and drive mitigation plans cross-functionally to de-risk accounts and handle urgent customer concerns.
• Partner with sales, delivery, and support to ensure successful deployment of solutions and services, including first bill reviews and audits.
• Responsible for renewal and re-rate implementation via contract end-date management.

Benefits

• Health insurance coverage
• Life insurance coverage
• Dental insurance coverage
• Vision insurance coverage
• 401k benefit for retirement savings plan
• Paid holidays
• Paid time off (PTO)
• Flexible scheduling options
• Professional development opportunities
• Employee discount programs

What This Job Offers

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