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In today's digital age, companies must prioritize customer engagement and retention to thrive in the competitive landscape. Lumen Technologies is seeking a Customer Success Advocate Sr. This customer-facing role is geared towards nurturing an Inside and Mid-Market Customer Segment, ensuring revenue retention for the Inside/Mid-Market customer base, and focusing on achieving the objectives outlined for Customer Success. The role requires exceptional management skills, a keen understanding of customer needs, and the ability to mentor teams effectively.
Lumen Technologies aims to ignite business growth by securely and efficiently connecting people, data, and applications. The company is committed to building a culture based on teamwork, trust, and transparency. By facilitating digital connections worldwide, Lumen is committed to shaping the future through innovation and customer engagement.
The primary responsibilities of the Customer Success Advocate Sr include:
Subject Matter Expertise: Act as a subject matter expert within specific topics, providing insights and feedback to team members. This includes being available to participate in regional meetings and discussing insights with leadership.
Mentor and Training: Engage in mentorship, fostering the growth of new hires or other Customer Success Advocates. This will involve offering training opportunities as well as tracking the effectiveness of these mentorships.
Project-Based Activities: Engage in various projects to showcase analytical skills and provide valuable feedback to the Customer Success ecosystem and leadership.
Account Management: Lead Customer Success Engagement with high-interaction accounts requiring consistent communication and actions to ensure customer satisfaction. This involves handling complex renewal and upgrade/upsell opportunities with minimal assistance from management.
Customer Success Plans: Develop and implement strategic plans aimed at retaining revenue and identifying opportunities for upsell, while also protecting against revenue loss through timely account management and effective communication with clients.
To be successful in this role, candidates should possess:
5+ years of experience in customer success or account management, with tangible experience managing Inside or Mid-Market accounts.
End-to-End Account Management: Proficiency in managing accounts independently without needing assistance from sales partners.
Performance Metrics: A consistent ability to meet targets related to retention, Monthly Recurring Revenue (MRR), and other key performance indicators, utilizing tools like Gainsight.
Educational Background: A bachelor's degree in fields related to marketing, sales, business administration, communications, or telecom is preferred. Equivalent experience may also be considered.
Lumen Technologies offers a diverse range of compensation options, with anticipated base salary ranges indicated as follows:
In addition to competitive salaries, Lumen provides a comprehensive benefits package catering to various employee needs, including physical, mental, and financial wellness options. The company encourages open dialogue regarding bonus structures and incentives within the selection process.
Applicants who meet the qualifications may find themselves participating in a video interview shortly after application submission. The video interview serves as a preliminary step to better gauge candidates' fit for the role. Lumen emphasizes flexibility by allowing candidates who cannot complete the interview immediately to do so later within a designated period.
Candidates may be subject to a background screening, which encompasses various checks, depending on the role's requirements. Lumen Technologies adheres to the San Francisco Fair Chance Ordinance, ensuring that all applicants, irrespective of prior records, have equal opportunities for employment.
In summary, the Customer Success Advocate Sr role at Lumen Technologies is a compelling opportunity for experienced professionals. This full-time position allows candidates to play a crucial part in the company's commitment to enhancing customer relationships while promoting personal growth and development through mentorship and extensive support. With a focus on performance metrics and strategic customer engagement, this role is ideal for individuals looking to make a significant impact in a vibrant and dynamic environment.
This job offer was originally published on himalayas.app
May 4, 2025
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This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
