Allison Mosele

About Allison Mosele

As a Customer Success Advocate, I am here for the long haul in making sure solutions…

Experience

1. Customer Success Advocate at Lumen

   Lumen Technologies

   Dec 2020 — Present

   Implement customer success plans using standardized journey templates to set customer expectations and ensure they are prepared for key milestones through the lifecycle (Get, Use, Pay & Renew), reinforce ecosystem hand-offs, and empower customers to self-serveLeverage and manage overall customer metrics, which include customer usage data, health indicators (disconnects, credits, orders, churn propensity scores, NPS), and renewal dates with a holistic view that aligns with customer objectives/success metricsEvaluate current product and portal adoption maturity level (depth and breadth) and address roadblocks by leveraging digital marketing slicks, adoption articles and other templatesKnow the Lumen portfolio offerings well enough to recognize a potential opportunity for expansion and ask appropriate questions to further qualify the opportunity, partnering closely with salesImplement revenue management practices, driving accountability and alignment of our operations and financial goals; revenue retention and growth strategies which include value realization, renewal execution, risk management and customer growth/expansionCommunicate, escalate, and drive mitigation plans cross-functionally to de-risk accounts; handle urgent customer concerns and escalate internally when necessary (i.e, Service Improvement Plans)Partner with sales, delivery & support to ensure successful deployment of solutions and services including periodic first bill reviews and audits to minimize billing disputesResponsible for renewal and re-rate implementation via contract end-date management, leveraging renewals to influence customer technology evolution while incorporating on-net migrations that improve Lumen profit margins

Education

• Northern Illinois University

  Master of Arts - MA

• University of Dayton

  Bachelor of Arts - BA