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Customer Success Advocate II – Lumen

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  • Post category:WFH

The Role

The Customer Success Advocate 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.

The Main Responsibilities

  • mplement customer success plansusing 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 planscross-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 implementationvia 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

  • Implement customer success plansusing 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 planscross-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 implementationvia contract end-date management, leveraging renewals to influence customer technology evolution while incorporating on-net migrations that improve Lumen profit margins

Salary Range

Salary Min :

44550

Salary Max :

99000