Customer Success Specialist

Company: ATN International Inc.
Location: Castle Rock
Posted on: August 6, 2022

Job Description:

The Customer Success Specialist is a critical role that requires a process-driven, results-focused individual who can liaise with multiple teams, and support our sales team, to deliver high-quality service to all our customers. The Customer Success Specialist will support small/medium business and enterprise customers after hand-off from the sales team by onboard new customers and serving the needs of our existing customers. This person will be collaborating with multiple teams depending on the customer s needs and consult on various projects as the customer advocate. They will also provide support to the sales operations team on an as-needed basis. Commnet Broadband is looking to add a Customer Success Specialist to the team who is a motivated self-starter that is eager to learn new skills and technologies, has superb attention to detail, and can manage stress well by prioritizing tasks in a fast-paced environment. Additionally, the best fit for this role will possess the ability to learn quickly and exhibit tech savviness, as well as a professional disposition. This includes writing and speaking in an eloquent and clear manner via email, telephone, and in-person. Duties and Responsibilities (include but not limited to)

• Responsible for developing, maintaining, and expanding customer relationships.
• Knowledgeable in all areas of the company and its offerings and have fundamental technical knowledge.
• Assist with building contracts and Salesforce upkeep.
• Serve as the voice of the customer by identifying common customer challenges and providing internal feedback on how the customer experience can be improved.
• Track enterprise projects and provide updates to customer.
• Schedule installations for small/medium business customers.
• Contribute to developing workflow processes for client success, validating, and supporting the expansion and adoption growth across internal teams as well with our customers.
• Work with Business Development/Account Executives to develop and support regular client outreaches.
• Track and assists Account Executives with contract renewals
• Onboard new customers and handle service cancellation requests
• Perform other duties as requested. Required Qualifications:
  • 2+ years of customer support experience in a B2B environment.
  • Demonstrate relationship building, supporting processes, and advocating for customer experience.
  • Experience with Microsoft Office suite
  • Experience working with Salesforce Desired Qualifications:
    • Experience managing projects preferred About the Company: Commnet, based in Castle Rock, Colorado, is focused on closing the digital divide in Rural America and Tribal Lands in the Western U.S. Commnet has a long and rich history of deploying communications in parts of America where there were no or few options. The Company s initial focus was to bring basic mobile wireless communications as a Mobile Network Operator, offering Mobile Wireless and Mobile Lifeline services to remote customers as well as provide a large roaming footprint for the customers of all national network operators when they come to visit and explore the beautiful rural West. Today, Commnet s focus and vision are now to connect Rural America to broadband communications in these same areas, deploying fiber middle-mile and distribution fiber to deliver retail fiber to the home (FTTH) and fixed wireless broadband services where they are needed most. Commnet is also a large wholesale provider to local Wireless Internet Service Providers (WISPs), Incumbent and Competitive Local Exchange Providers (ILECs/CLECs) as well as a build/operation partner for 5G mobile Sites for the national Mobile Network Operators. The Company also brings operational expertise to Tribal and local County and regional partners, sharing in the cost and operational responsibilities of running reliable broadband communications, but doing so with a feel that is familiar to local residents and businesses. The Commnet mission is simple: to enable (through partners and carriers) or directly deliver high-quality broadband communications services to Tribal Communities and Rural America, driving digital inclusion and providing access to education, work, healthcare, safety, entertainment, and community connectivity. Compensation & Benefits:
      • Hiring Compensation Range: $55,000-$75,000(compensation determined by the applicant s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.)
      • Benefits: Commnet is proud to offer a comprehensive suite of benefits to all regular full-time positions (hourly & salaried) to promote overall health, wellness, and financial security for you and your family. Benefits include health, vision, dental, HSA/FSA, life and AD&D, short/long term disability coverage, Parental Leave, emergency travel assistance, 401k, and remote/hybrid work benefit. All employees also get access to the Employee Assistance Program (EAP), which includes services such as 100% confidential counseling, financial information/resources, legal support, and general wellness issues. A Note to Agencies All resumes submitted by search firms/employment agencies to any employee at Commnet Broadband (the Company) via email, the internet or in any form and/or method will be deemed the sole property of the Company, unless such search firms/employment agencies were engaged by the Company for this position and a valid agreement with the Company is in place. In the event a candidate who was submitted outside of the Company agency engagement process is hired, no fee or payment of any kind will be paid. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.
        
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Keywords: ATN International Inc., Castle Rock , Customer Success Specialist, Other , Castle Rock, Colorado