Customer Engagement Advocate II 1

$49,380 - $65,840/Yr

Lumen Technologies - Atlanta, GA

Full-time - Mid Level

Remote - Atlanta, GA

Telecommunications

About the position

The Customer Engagement Advocate II at Lumen is responsible for providing sales and support for complex communications product solutions within the Public Sector. This role involves managing customer relationships, ensuring customer satisfaction, and contributing to revenue objectives through effective communication and project management. The advocate serves as a key member of the sales team, acting as the primary interface with customers and internal departments to facilitate service delivery and account management.

Responsibilities

• Become the Single Point of Contact (SPOC) for all post-sale activities once the customer's services are up and running.
• Interact effectively as a team member within the Public Sector Account Team organization to support achievement of sales objectives and deliver Lumen's Spirit of Service.
• Contribute to the attainment of revenue objectives by managing orders from the sales stage through to accurate billing and revenue recognition.
• Understand the base they support, forecast disconnects, recompete impacts and utilize Salesforce to accomplish these tasks.
• Leverage Gainsight to work through tasks like renewals and first bill reviews.
• Partner with Sales, Service and Support personnel to strategically support accounts.
• Make accurate and timely decisions based on customer needs and business requirements.
• Develop, maintain, and manage customer relationships from the operational to executive levels throughout the organization.
• Effectively represent Lumen to multiple departments and levels within the Account, understanding how Lumen's products meet their goals.
• Project Management of the activities of multiple Lumen departments such as Contracts, Pricing, Order Entry, Provisioning, Design, Installation and Billing on behalf of Lumen Customer to install new service, or to coordinate moves, adds or changes to existing service.
• Onboard customers in partnership with SME organization, review Customer Information Guides with Customer, and liaise with internal departments to ensure all needs are addressed related to onboarding.

Requirements

• Minimum 3 years' experience in a telecommunications customer-facing environment supporting Enterprise Customers.
• Experience in developing long-term business relationships with key decision makers within organizations, with a proven knowledge of the sales cycle.
• Ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf.
• Drive balanced communication with tact and diplomacy, while juggling competing customer & company priorities.
• Extensive knowledge of new technologies and selling points which includes enhancing expertise in the company's product application technologies.
• Strong understanding of IP Products and Services.
• Experience in teaming effectively with others across different disciplines, functions, and organizations.
• Strong written, oral communication skills to include presentation skills, interpersonal skills, and a professional business image.
• Ability to multitask and meet multiple timelines.
• Working knowledge of the applicable tools & techniques of customer support within telecommunications.
• Working knowledge of MS Office suite.

Benefits

• Health insurance coverage
• Life insurance coverage
• Voluntary lifestyle benefits
• Short-term incentives or sales compensation
• Long-term incentive eligibility for Director and VP positions