Cutomer Success Advocate II

Lumen Technologies

17h

About The Position

The Customer Success Advocate II is a customer-facing role that ensures our small and medium-sized customers are wildly successful in delivering on their critical business objectives through leveraging their current Lumen solutions. This is accomplished by viewing our products from the customers’ perspective, monitoring early indicators of customer health, proactively addressing their concerns, and helping them better use our technology to meet their corporate goals and objectives. With established trust and loyalty, this role seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engaging sales accordingly.

Requirements

3+ years customer success or account management experience
Bachelor's Degree or equivalent work experience
Experience working with and supporting enterprise customers, evaluating, and responding to needs with empathy and integrity
Excellent communication and interpersonal skills with ability to build relationships within customer accounts
Ability to proactively problem solve, make decisions on issue resolution while effectively negotiating directly with the customer and internally on their behalf
Technical aptitude to learn data networking technologies, products, and features
A high level of accuracy and attention to detail with good organizational capabilities
Ability to interpret customer data points and insights, prioritize and respond accordingly
Prioritize and manage multiple workstreams and task lists 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

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