Customer Success Advocate I - College Connect, July 2024 - N

at Lumen in Dover, Delaware, United States

Job Description

About Lumen

Lumen is a global technology leader, digitally connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress. We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

Are you at your best when you are building and maintaining relationships? Do you have a passion and thrive with all thing’s technology?

Then you need to start an AMAZING career with Lumen by joining our Customer Success Academy (CS), a College Connect sales development program. Be a part of our sales team eco-system, transforming industries across the globe and changing the world one connection at a time. As a technology sales professional on the Customer Success team at Lumen, you will assist our small-medium sized customers in meeting their business objectives to digitally connect people, data, and applications – quickly, securely, and effortlessly.

About the CS Academy Experience:

+ 3-year development program

+ Initial 10 weeks of virtual immersive training, coaching, and development

+ Training class begins July 2024 (virtual, work from home)

+ Develop key competencies including value-based selling, relationship management, sales technology, technical skills, and coaching.

+ Understand Lumen’s AMAZING platform and full product and solutions portfolio to increase overall knowledge for go-to market strategies.

+ Network with academy peers, sales leaders, and business executives from across the organization

+ Upon completion of training, transition to a Customer Success Associate role supporting a major sales market

+ Continued support, development, and coaching in the field

The Main Responsibilities

+ Serve as ambassador for customer success by viewing our products from the customers’ perspective, monitoring early indicators of customer health, proactively addressing their concerns, and helping them better use our technology to meet their corporate goals/objectives

+ Implement customer success plans using pre-defined, standardized journey maps/templates in setting customer expectations.

+ Monitor customer usage data, using tools and technology for health indicators, renewal dates and translate into growth opportunities, priorities, decision making and a path for customer success

+ Leverage and manage overall customer metrics

+ Proactively communicate product enhancements, technology evolution and platform retirement using preformatted, digital messaging

+ Upsell, Cross-sell and Sales Alignment – with established trust and loyalty, seek to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engage sales accordingly

+ Partner with sales, delivery & support to set proper expectations and ensure successful deployment of solutions and services

What We Look For in a Candidate

+ Experience: new or recent graduate with 0-2 years

+ Education Level: Bachelor’s Degree required

+ Degree/Major: Business, Sales, Marketing, Communication or similar.

+ Passion for learning technology; learn data networking technologies, products, and features

+ Thrives with building and maintaining positive relationships

+ Works to maintain organization, while having a high level of accuracy and attention to detail

+ Ability to quickly learn various software, web-based platforms, and systems in accessing data

+ Working knowledge of MS Office suite and Tableau

+ Not afraid to take initiative to produce results

+ You can adapt quickly in various situations and be resourceful

Authorization to work in the US; sponsorship is not available for this program. *

What to Expect Next

Requisition #: 331170

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page ( . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Salary Range

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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.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. ( We’re able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

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Job Posting: JC251144147

Posted On: Nov 13, 2023

Updated On: Dec 04, 2023

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