by Chris Durst July 10, 2023
| As we write, this job listing is online and applications appear to be open. But jobs can fill at any time, so apply or share quickly if you’re interested! Sorry, but we have no role in the HR processes of other companies. If you encounter difficulties in the application process please contact them directly. Good luck in your hunt, and may you be working from home soon! |
FAST MOVER! We expect this job to fill quickly – apply or share quickly if interested!
Lumen, an American telecommunications company, has posted a Work at Home Customer Success Advocate job to their careers page.
In this role, you would “provide personalized care through a combination of human and digital touchpoints to better serve high priority accounts and increase profitable revenue growth and retention.”
The position pays $30,375-$67,500 per year.
Lumen’s benefits package includes “Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.”
Applicants must live in the US. No state hiring exclusions are mentioned.
A college degree isn’t required if you have equivalent work experience.
Here’s what the company has posted about this opportunity:
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
Product Adoption & Value Realization – Manage and monitor product use and adoption, making sure customer gets the long-term results and value they expect
- Leverage digital and automated touchpoints driving customer value via the use of Lumen services
- Support full customer value realization and satisfaction with current product set, providing a clear view of adoption and utilization across customer-facing portals with varying utilization metrics by product
- Inform and educate on self service tools, adoption, and usage process
- Efficiently make changes to products based on customer needs
- Reinforces timely, meaningful, and coordinated customer communications before and during network changes
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
Risk and Renewal Management – Make renewal execution essentially a “non-event” by consistently managing/mitigating risk, building customer loyalty, raising customer advocacy, leveraging out-of-term rerates, and driving on-net migrations and revenue growth
- Communicate and Supports implementation of mitigation plans with cross-functional teams to de-risk accounts; handle urgent customer concerns and escalate internally when necessary
- Arm customers with appropriate information and self-serve options for efficient technical issue resolution
- Educate and guide customers to resources to ensure clarity with Lumen invoices, payment options and paths for swift resolution if necessary
- Drive proactive renewal communications before upcoming contract expiration
- Provide and submit orders for holistic renewal offers aligned to customer roadmap, including product retirements and migrations
- Lead renewal conversations with value achieved to date and value proposition of renewing and upgrading services
What We Look For in a Candidate
- Experience: 2+ years customer-facing, customer success and/or account management experience
- Education Level: Bachelor’s Degree or equivalent work experience
- Experience working with and supporting enterprise customers and responding to needs with empathy and integrity
- Strong communication and interpersonal skills with ability to build relationships within customer accounts
- Ability to problem solve on behalf of customers while adhering to internal policies and process
- Technical aptitude to learn the basics of data networking technologies, products, and features
- A high level of accuracy and attention to detail with good organizational capabilities
- Ability to prioritize and respond to customer data points and insights
- Prioritize high volume of tasks 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
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.
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
EEO Statement
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, 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.
NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Range
Salary Min : 30375
Salary Max : 67500
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.
CLICK HERE for full details and to apply. For more jobs like this, check our Newest Jobs & Gigs page. To be the first to hear about jobs like these, like our Facebook page. Good luck as you make your work from home plans a reality!
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