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Lumen Senior Technical- Creative Writer- Nationwide in Indiana

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

Your overall mission is to help drive the enablement of Lumen’s Customer Success organization to support revenue retention, product adoption and brand loyalty across all customer segments. This position has two core areas of responsibility. Firstly, to help conceive, author and write technology-oriented marketing content and messaging in support of achieving amazing outcomes for Lumen’s customers. Secondly, to harness your creative genius to create content to support knowledge development for the Customer Success organization. This will include developing educational material, as well as being a primary author for a fun and engaging internal blog site that is hosted by a fictional character.

This is an important role, with content that you create being highly visible across the entire North American Customer Success organization. At its core, this position is all about leveraging your proven technical and creative writing skills. You will have a passion for writing, with well-honed skills that can bring complex technologies to life through engaging writing. You have a natural gift to explain complex ideas in simple terms, and the ability to use analogies and appropriate humor and to bring things to life.

The Main Responsibilities

  • Technical writing: partnering with your Customer Success Marketing colleagues and Product and Marketing teams, author and deliver compelling content that brings Lumen’s solutions and supporting technologies to life.

  • Educational and Knowledge Development: create content that will be used on a regular basis to help Lumen’s Customer Success organization confidently and consistently explain Lumen’s services and supporting technologies. Content will include presentation material and authorship of an internal blog site.

  • Thought Leadership: build and deliver a roadmap of business relevant content that helps promote and drive awareness for Lumen’s offerings.

  • Customer Services and Experience Documentation: create customer facing content that explains the customer journey and sets clear expectations from after purchase through lifecycle use and adoption

Overall, the Customer Success Technology Marketing team strives to be world class storytellers to capture the imagination of our customers. Through engaging and insightful content, we will demystify technology and make it business relevant to help promote customer interest, interaction and loyalty.

What We Look For in a Candidate

  • Bachelor's degree in relevant field of technical / creative writing or equivalent education and experience.

  • Exceptional writing communication skills.

  • 5+ years overall experience in relevant technology industry.

  • Experience in effective use and execution of marketing tools in support of customer advocacy activities, including case studies, customer use cases to drive product adoption and thought leadership campaigns to evangelize use and adoption of technology in B2B markets.

  • Natural ability to translate complex technical solutions into compelling and busines relevant life-cycle narratives for Customer Success teams and customers.

  • Being a team player, with flexibility and willingness to adapt and evolve within the team structure based on business goals and priorities.

  • Ability to communicate effectively across different organizational functions and at different levels within the business.

Requisition #: 243033

When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

EEO Statement

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, 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.

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

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

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