The Role

The primary responsibility of the Customer Engagement Advocate II is to provide sales and sales support for complex communications product solutions (data, voice, IP, etc.) for Public Sector. The Customer Engagement Advocate is a key member of a Sales team, who is responsible for customer life cycle management and retention. As a primary interface with both internal and external customers, the Customer Engagement Advocate II service and skills make a positive contribution to the strength of Lumen's relationship within our accounts

The Main 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.
• Ability to contribute to the attainment of revenue objectives by managing orders from the sales stage through to accurate billing and revenue recognition.
• Revenue Forecasting – understand the base they support, forecast disconnects, recompete impacts and utilize Salesforce to accomplish these tasks.
• Leverage Gainsight to work through tasks like renewals, 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.
• Ability to effectively represent Lumen to multiple departments and levels within the Account, by 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.
• Portal On boarding/process training. Onboard customers in partnership with SME organization. Review Customer Information Guides with Customer, update when necessary. Liaise with internal departments and customer to ensure all needs are addressed related to onboarding.

What We Look For in a Candidate

• 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.
• An 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.
• The ability to travel to customer sites.
• Working knowledge of the applicable tools & techniques of customer support within telecommunications.
• Working knowledge of MS Office suite.

What to Expect Next