Customer Engagement Advocate II 1

$49,380 - $65,840/Yr

Lumen Technologies - Olympia, WA

Full-time - Entry Level

Remote - Olympia, WA

Telecommunications

About the position

The Customer Engagement Advocate II at Lumen is responsible for providing sales and support for complex communication product solutions within the Public Sector. This role involves managing customer relationships throughout the customer life cycle, ensuring effective communication and service delivery, and contributing to revenue objectives. The advocate serves as a key point of contact for customers, collaborating with internal teams to facilitate service installations and changes, while also supporting sales objectives and enhancing customer satisfaction.

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 SME organization and review Customer Information Guides with customers.

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 interpersonal skills.
• 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.

Benefits

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