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by Chris Durst May 16, 2024
| 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! |
Lumen, an American telecommunications company, has posted a Remote Customer Success Advocate job to their careers page.
FAST MOVER! We expect this job to fill quickly – apply or share quickly if interested!
In this role, you will be responsible for building and maintaining strong relationships with customers, addressing their needs, and ensuring their success with the company’s products or services.
The Remote Customer Success Advocate position is full-time, Monday through Friday, with daytime hours.
Compensation varies depending on your location, experience, and skills, with ranges starting at $33,670 to $51,980 per year.
Hiring from within the United States, no state hiring exclusions are noted.
Here’s an excerpt from Lumen’s Remote Customer Success Advocate job listing:
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
As a Customer Success Advocate I you will play a crucial role in ensuring customer satisfaction and retention with our mid-size businesses. They are responsible for building and maintaining strong relationships with customers, addressing their needs, and ensuring their success with the company’s products or services. One exciting aspect of this role is the opportunity to make a real impact on the business by driving customer loyalty and advocacy. A successful Customer Success Advocate I can help reduce churn, increase revenue, and improve the company’s reputation. In this role, you would work closely with other departments, to ensure a seamless customer experience and to provide valuable feedback to improve the company’s offerings. The role reports directly to the manager of Customer Success and is considered an individual contributor.
Location and Schedule
This position is fully remote and requires working from Monday to Friday, 8am to 5pm
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 manager overall customer metrics, which include customer usage data, health indicators (discounts 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.
- Implement revenue management practices, driving accountability and alignment of 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
- Leverage renewals to influence customer technology evolution while incorporating on-net migrations that improve Lumen profit margins (Renewal and re-rate implementation via contract end-date management)
What We Look For in a Candidate
Required Qualifications:
- Experience: At least 2 years in customer success or account management
- Academic Qualification: Bachelor’s Degree or comparable work experience
- Helped and cared for large business clients with empathy and integrity
- Effective at communicating and relating to customers
- Skilled in solving customer problems within internal rules and procedures
Preferred Qualifications
- Familiarity with MS Office suites
- Capability to rapidly acquire various software, web-based platforms, and systems for data access
- Technical skill to learn the fundamentals of data networking technologies, products, and features
- Effective communication and interpersonal skills with capacity to establish rapport within customer accounts
- A good skill to be accurate and meticulous with the details and to organize things in a systematic way
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
$33670 – $44890 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$35440 – $47250 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$37220 – $49620 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$38990 – $51980 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.
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.
HOW TO APPLY
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CLICK HERE for full details and to apply for this Remote Customer Success Advocate position. For more jobs like this, check our Newest Jobs & Gigs page. To be the first to hear about jobs like these, join our free Telegram channel. Good luck as you make your work from home plans a reality!
