Customer Engagement Advocate I

• 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

• 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

• Minimum 1 year experience in Sales and Systems for all Legacy Organizations
• Knowledge of billing systems
• Opening billing tickets in Fusion
• Pulling invoices from various systems
• Proficiency in Microsoft Outlook, Word, Excel and PowerPoint
• Positive Attitude
• Customer facing attitude
• Receptive and open to change
• Accountability and ownership
• Collaboration with cross functional teams
• Proactive communication
• Sense of urgency
• Strong organizational skills
• Ability to prioritize and work in a fast-paced environment

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges:

$37,212.00 - $49,613.00 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.
$39,081.00 - $52,101.00 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$40,940.00 - $54,579.00 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

• Benefits
• Bonus Structure

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.