Customer Engagement Advocate

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology

The Role

This is a customer facing position.

The Customer Engagement Advocate I acts as the customer advocate throughout the lifecycle of the account to help develop account plans and revenue growth plans across the customer base

As the customer concierge, the Customer Engagement Advocate recommends new products/ services while supporting all efforts to renew or rerate customers, answer customer questions, directs the customer to appropriate internal contacts and provides support during times of organizational transitions

The Main Responsibilities

Retention Focus for “Platinum” customer base within the assigned Region

Develop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility within assigned “Gold” account base

Work delegated cases from Sr Customer Engagement Advocate and Customer Engagement Advocate II, via cases in Salesforce

Leverage Gainsight Calls to Action or CTAs to manage workload and tasks

Maintain customer inventory for assigned module, including term expiration, keeping integrity with services sold.

Portal On boarding/process training

Provide Move Add and Change order support for these customers