Customer Engagement Advocate II 1

$49,380 - $65,840/Yr

Lumen Technologies - Boston, MA

Full-time - Mid Level

Remote - Boston, MA

Telecommunications

About the position

The Customer Engagement Advocate II plays a crucial role in providing sales and support for complex communications product solutions within the Public Sector. This position is integral to customer life cycle management and retention, serving as the primary interface between internal teams and external customers. The advocate is responsible for ensuring customer satisfaction and fostering strong relationships, ultimately contributing to Lumen's sales objectives and overall success.

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 for revenue forecasting.
• 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 activities across multiple Lumen departments such as Contracts, Pricing, Order Entry, Provisioning, Design, Installation and Billing.
• Onboard customers in partnership with the SME organization, reviewing Customer Information Guides and liaising with internal departments.

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, 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 and oral communication skills, including presentation 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.

Nice-to-haves

• Experience with Salesforce and Gainsight.
• Project management certification or experience.
• Knowledge of telecommunications regulations and compliance.

Benefits

• Health insurance coverage
• Life insurance coverage
• Dental insurance coverage
• Vision insurance coverage
• 401k retirement savings plan
• Paid holidays
• Paid time off
• Flexible scheduling options
• Professional development opportunities
• Employee discount programs