Customer Success Representative

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Job Description

Brightspeed is looking for a driven, creative, and energetic professional to join our team as a Customer Success Representative! The Customer SuccessRepresentative ensures our largest customers are wildly successful in delivering on their critical business objectives through leveraging their current solutions. This is accomplished by viewing our products from the customers’ perspective, monitoring early indicators of customer health, proactively addressing their concerns, and helping them better use our technology to meet their corporate goals and objectives. With established trust and loyalty, this role seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engages sales accordingly.

• Build long-term, value-based relationships with decisionmakers and influencers to understand the customer’s landscape and establish loyalty
• Manage overall customer metrics, including usage data, health indicators and renewal dates to align with customer objectives
• Evaluate product and portal adoption maturity level to address roadblocks and provide best practices and a prescriptive approach to address needs
• Construct and implement a customer success plan across all steps of the lifecycle, setting expectations for each milestone, ensuring personalized value, and driving positive customer experience to achieve desired outcomes
• Recognize opportunities for expansion based on knowledge of the BRSPD portfolio, partnering with sales as necessary
• Implement revenue management practices driving accountability and goal alignment, revenue retention and growth strategies including value realization, renewal execution, risk management and customer growth
• Manage risks to customer success, identify root causes, define and activate solutions, and deploy cross-functional support to resolve
• Partner with sales, delivery & support to set proper expectations and ensure successful deployment of solutions and services
• Responsible for defining and executing renewal strategy via clear alignment of customer priorities and roadmap, incorporating on-net migrations, managing write-downs positively impacting BRSPD profit margins

• Communicating- Conveying information and ideas to others in a convincing and engaging manner through a variety of methods, both internal and external.
• Problem Solving and Decision Making – Identifying issues, problems, and opportunities; obtains and compares information from various sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, & chooses a course of action.
• Driving for Results - Setting ambitious standards of performance for self and the overall team; responsibility for work goals; initiates, focuses, and monitoring the efforts; proactively acting, and going beyond what is needed.
• Client & Partner Relationships - Developing and sustaining relationships based on an understanding of client, partner and stakeholder needs and actions.

Qualifications

• Experience in servicing end users/customers, providing support and/or account management
• Education Level: Bachelor's Degree or equivalent work experience
• Experience in working with complex entities/customers
• Comfortable presenting, consulting, and advising
• Assertive verbal and written communications skills with ability to build strategic relationships within organizations
• Ability to work closely with the end user/customer and effectively negotiate both internally and externally
• Strong analytical skills with the ability to translate data into insights and leverage with engagement strategies
• Experience in collaborating and guiding cross-functional teams
• Brings strong technology and data networking knowledge with technical aptitude to stay current in evolving technology sector
• Effective and confident decision making based on business and financial principles
• Working knowledge of MS Office suite

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Additional Information

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice