Customer Success Manager II

📋 Description

• Oversee the customer case queue by handling, resolving, or reallocating cases promptly while providing customers with regular updates until resolution.

• Deliver frontline support via calls for customers, end users, and law enforcement agencies.

• Ensure accurate and concise documentation for all cases and tickets.

• Communicate effectively, both in writing and verbally, with customers and internal team members.

• Resolve customer concerns by addressing issues and promptly escalating urgent problems to the appropriate team or management.

• Provide assistance with Portal Training and initial account setup for both new and existing customers.

• Conduct ongoing training for customers on the portal as required.

• Handle product and service inquiries by gathering information from internal stakeholders and relaying it back to customers.

• Assist with the validation and provisioning of 911 addresses.

• Serve as the primary escalation point for customer assistance.

• Act as the intermediary between customers and internal teams (Translations, NOC, Sales, Product, Billing), escalating issues on behalf of the customer when necessary.

• Review invoices with customers.

• Utilize reporting tools (Qlikview, BART) to address fundamental customer reporting inquiries.

• Maintain customer profiles in compliance with CPNI regulations.

• Deliver contract amendments (rate adjustments) to customers.

• Promote and assist customers in utilizing standard engagement procedures and tools, including the customer portal and escalation guidelines.

• Foster strong relationships both internally and externally.

• Embrace the company culture and engage in continuous training, including attending staff meetings.

• Support special projects as required.

• Monitor customer capacity weekly and adjust trunks as necessary.

• Contribute to the development of processes, policies, and job aids for the team to enhance support and troubleshooting of customer inquiries and issues.

• Assist in training new hires on programs and procedures.

• Perform other job-related tasks as assigned.

⛳️ Requirements

• Bachelor's degree in a business-related field or equivalent professional experience.

• 3-5 years of customer service experience in the telecommunications industry is preferred.

• Understanding of basic switching technologies, routing, and IP protocols.

• High proficiency in MS Office applications, particularly Excel, PowerPoint, and Word.

• Familiarity with Messaging is desirable.

• Experience with Salesforce is preferred.

• Exceptional customer service skills to enhance and maintain customer satisfaction (CSAT).

• Strong interpersonal skills – ability to engage and collaborate with diverse personalities and individuals.

• Excellent organizational skills with the ability to multitask and thrive in high-pressure situations.

• Strong technical troubleshooting and problem-solving capabilities.

• Self-motivated with a high energy level and a positive attitude, demonstrating initiative and resourcefulness.

• Ability to prioritize tasks; manage multiple projects while ensuring strong follow-up skills and adherence to service level agreements (SLAs).

• Operate with a high level of professionalism, credibility, and business acumen.

• Proven ability to be a "self-starter" and "finisher" with common sense, effectively seeing issues through to resolution.

• Accountability – demonstrate responsibility for actions and decisions.

• Analytical skills – capable of using logic and reasoning to resolve problems.

• Autonomy – able to work independently with minimal supervision and manage time efficiently to meet deadlines.

• Oral communication – ability to convey information effectively in spoken interactions.

• Written communication – ability to articulate thoughts clearly and concisely in written form.

• Business acumen – understanding and grasping business concepts and challenges.

• Presentation skills – capable of delivering clear and authoritative presentations and communications when engaging with customers.

• Customer-oriented – focused on addressing customer needs while adhering to company procedures.

• Detail-oriented – attentive to the finer details of tasks and projects.

• Initiative – proactive in making decisions or taking actions to resolve issues or achieve objectives.

🏝️ Benefits

• STAY HEALTHY: We provide comprehensive, competitive medical, dental, and vision plans, along with a variety of supplemental options to meet individual needs, including telehealth access for all participants.

• CARE FOR YOURSELF: Utilize our free virtual counseling resources through our global Employee Assistance Program. Your mental well-being is just as important as your physical health.

• SECURE YOUR FUTURE: Prepare for your future with our Roth and Pre-tax 401(k) options, which include employer matching for all participants.

• TAKE A BREAK: Enjoy a generous paid time off program. We value work-life balance and recognize that optimal performance requires time for rest and rejuvenation.

• PUT FAMILY FIRST: We recognize that families come in various forms; hence, we offer paid parental leave and family planning support.

• WORK WHEREVER: Our flexible remote work options enable you to work from wherever you are most productive and successful. What matters is the quality of your work, not your location.

• MAKE AN IMPACT: Contribute positively to your community and beyond by taking paid time off to participate in a volunteer program of your choice.