Lumen - Remote Customer Success Advocate - $30k-$67k per yr

 

The Role

The Customer Success Advocate I is a customer facing role aligned to our mid-markets and small-medium customer segments driving customer value and success through optimal utilization of Lumen solutions.  

The Main Responsibilities

Customer Success – Demonstrates customer centricity through viewing the customer journey from the customers’ perspective, addressing their concerns and helping them better use our technology to meet their business goals/objectives. This is accomplished through execution motions around addressing low health scores, revenue growth, maintaining customers, onboarding new customers and taking incoming reactive requests.

• Provide personalized care through a combination of human and digital touchpoints to better serve high priority accounts and increase profitable revenue growth and retention
• Drive customer value realization of Lumen improving customer experience through consistent and relevant digitally led communication and proactive touchpoints
• Properly sets customer expectations and defines next steps, helping the customer feel prepared and satisfied throughout their journey
• Paves the way for Lumen to become thought partner, sharing relevant content with customers at the right time and acting as a technology guide for small customer with minimal IT expertise
• Onboard customers through orchestrating an organized kickoff experience leverage human-led and digital-led communications and touchpoints
• Prioritizes and responds to customer needs and guides customer to the best solution, positioning them for success
• Provides accurate and complete quote with clear understanding of contract and communicating with customer next steps
• Effectively delegate tasks and with support roles and ecosystem partners
• Completes all required training activity in a timely manner without additional follow up
• Manages revenue forecasting

Additional Responsibilities

Upsell, Cross-sell and Expansion– with established trust and loyalty, seek to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities

• Demonstrate customer-centricity through centering cross-sell and up-sell conversations on customer needs and goals
• Efficiently make changes to products and services as customer business needs change

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