AddressAbout Lumen
Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.
Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.
We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.
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
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: 3+ years Customer Success or account management experience
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• Education Level: 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 work streams 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
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
$49380 - $65840 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$51980 - $69300 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$54580 - $72770 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$57180 - $76230 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.
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.
What to Expect Next
Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
Requisition #: 333047
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
Salary Range
49380
76230
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
