Customer Success Manager

About GTT:

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.

We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.

Role Summary:

The Customer Success Manager is responsible for establishing and building customer relationships and promoting customer adoption of our products & solutions. The Customer Success Manager ensures customers are satisfied with services and are realizing the value of their investment in GTT. The role proactively engages customers to provide product and feature updates, helps customers increase usage of product features, facilitates product training, and identifies opportunities to deepen and expand customer relationships based on real-time insights into customer needs. The Customer Success Manager also orchestrates issue resolution on behalf of the customer and is often the primary point of contact working with other teams behind the scenes to deliver on the customer promise. The Customer Success Manager will play a key role in migrating customers to advanced access methods and driving increased uptake of SDWan and UCaaS through a solution focused mindset based on a deep understanding of a customer’s unique technical requirements and needs. The Customer Success Manager will partner closely with Sales Executives. The joint Sales and Customer Success team will co-develop customer plans and prioritize opportunities.

Job Scope:

Receives predetermined work assignments/clients that are subject to a moderate level of control and review. Completes assignments using a combination of industry knowledge, experience, established guidelines, procedures and policies. Possesses knowledge to perform job functions with little to no assistance from others. Identify and help improve areas for improvement for both the company and our customers.

Duties and Responsibilities:

• Proactively engage accounts and develop compelling solution use-cases
• Execute customer check-in schedules to ensure the right solutions are top of mind
• Collaborate with Sales Executives on defining the strategy and vision for key customers
• Build a deep understanding of customer needs and challenges and how GTT's products can add value to the customer
• Nurture and support customers through regular proactive engagement
• Identify areas of risk and known churn to ensure accurate forecasting
• Conduct regular customer check-ins to build trust, introduce products and features, intervene where there are issues, and consistently achieve high customer satisfaction
• Articulate compelling product opportunities based on a deep real-time knowledge of the customer technical environment and unique issues
• Initiate opportunities and partner closely with Sales to ensure the Sales Executive is appropriately positioning such opportunities to drive tangible business value for the customer
• Partner with NOC, Billing and Service Delivery to prioritize issues
• Address the root cause of problems to improve the customer experience
• Monitor customer health indicators and build personal relationships with customer stakeholders to flag and pre-empt issues before they put the customer relationship at-risk
• Partner with Ops teams to prioritize advanced access conversions
• Build logical product progression perspectives to ensure high rates of migration to advanced access and uptake of strategic products
• Increase customer awareness of the benefits of conversions, and facilitate the customer journey through the migration process
• Provide product training to customer users and address issues that limit the number of users while monitoring customer satisfaction
• Deliver on core Customer Success business KPIs
• Ensure onboarding success
• Assist in establishing high customer health scores
• Maximize customer lifetime value and consistently translate customer knowledge into opportunities to deepen and expand the customer relationship
• Be an advocate for the business and the customer

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Required Experience/Qualifications:

• College degree and 5-7 years professional level experience; or 9+ years professional level related experience; or an equivalent combination of education and professional level related experience required.
• 2- 5 years of customer relationship management experience
• Understanding of value drivers in recurring revenue business models
• Data and technology orientation
• Technical ability to speak to customers
• Cross-disciplinary collaboration skills
• Experience in the technology or telecom sectors
• Track record of cross-disciplinary team collaboration, influencing and effective stakeholder management
• Ability to build compelling product use cases
• Ability to effectively resolve complexity and overcome roadblocks to achieve tangible outcomes

Desirable Experience/Qualifications:

• Telecom experience
• Escalation management experience is a plus
• Highly Proficient in Excel

Core Competencies

• Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Flexibility and Adaptability: Knowledge of successful approaches and techniques for dealing with change; ability to adapt to a changing environment and be comfortable with change.
• Initiative: Being proactive and committing to action on self-identified job responsibilities and challenges; ability to seek out work and the drive to accomplish goals.
• Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Teamwork: Knowledge of the necessity and value of teamwork; experience with; ability to work cooperatively towards shared goals and being supportive of others at all levels.
• Cross-Team Integration: Understanding of the importance of inter-team collaboration in breaking down silos and achieving business results; ability to lead employees from various functions to communicate, coordinate work across divisions, and collaborate in solving problems as one team.
• Client Relationship Management: Knowledge of client relationship; ability to address critical issues to meet client needs and maintain engaged, partnering relationship with business partners and clients.

Universal Competencies

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
• Customer First (Customer Facing) : Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.
• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.

EEO Statement

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.

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