Customer Success Advocate Sr

About 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. We’re invested in providing the flexibility you need to thrive and deliver lasting impact. Apply now to continue digitally connecting the world and shaping the future.

The Role

The Customer Success Advocate Sr is a customer facing role aligned to our Inside and Mid-Market Customer Segment. Revenue retention for the Inside/Mid-Market customer base will be at the forefront of this role, along with strict adherence to activity metrics to ensure alignment with Customer Success objectives. The Customer Success Advocate Sr role will also require the successful individual have the ability to act in a mentor/leadership capacity, and ensure they are prepared to actively engage and participate to solidify and grow those skills.

The Main Responsibilities

• Subject Matter Expertise - Act as a subject matter expert on a specific topic or process and provide insight and review for the team members, including specific opportunities to present in regional and all hands discussions and to leadership. This SME responsibility would be documented and reviewed with leadership as part of performance.

• Mentor/Training/Coaching Expectations – The Customer Success Advocate Sr will participate in an active mentorship either on their own team or peer team for new hires and/or select Customer Success Advocates. Assignment as mentor would be documented and reviewed with goals and expectations to gauge effectiveness. Training opportunities will be presented to the Customer Success Advocate Sr to advance presentation and growth for both the individual and team members.

• Project Based Activity - Engagement in an ad hoc project(s) as required to showcase analytical and or ability to provide valuable feedback to CS ecosystem or leadership.

• Account Based Activity - Lead CS Engagement on a high interaction account (DSR, for example) that requires daily intervention, meetings, customer, and sales facing requests, etc.

• Handles highly complex renewal and upgrade / upsell opportunities and other requests with little to no input or assistance from management or peers.

• Completes all required training activity in a timely manner without additional follow up

• Escalation Management as part of individual base of accounts or team when additional assistance is required

• Timely manage all activity parameters (i.e., Gainsight) to ensure Customer Success objectives are clearly met. Utilize health indicators to proactively address relevant issues with customers.

• Complex account base mix – The Customer Success Advocate Sr will have responsibility for accounts that require higher touch/complexity level (i.e., accounts billing >10K will be scaled toward Customer Success Advocate Sr, while Inside accounts will be fewer)

• Implement Customer Success Plans and Identify and qualify opportunity for expansion with partnership with Sales as necessary

• Implement Revenue Retention and growth strategies and execute repeatable, consistent renewal and MAC methodology, month over month

• Manage risk to Customer’s success by identifying root causes and protect revenue by churn and disconnect mitigation, timely rerate/renewal of expired contracts, as well as billing credit mitigation

What We Look For in a Candidate

5+years of customer success or account management experience

Experience managing Inside and/or Mid-Market accounts

Ability to manage accounts end-to-end without intervention from Sales counterparts (i.e., CS Only accounts)

Ability to meet stated targets (Retention, MRR, Write-down, Gainsight activity) consistently

Ability to manage a robust funnel of Retention, Product Migration, and MAC opportunities; as well as keeping funnel managed and cultivated month over month

Education:

Bachelor’s degree in related field (Marketing, Sales, Business Admin, Communications, Telecom, etc.) or commensurate experience

Compensation

This information reflects the anticipated base salary range for this position…