Customer Success Specialist

About Broadvoice | GoContact

At Broadvoice | GoContact, we believe that exceptional customer experience is the cornerstone of business success. Our AI-powered contact center and communications solutions are designed to help mid-market businesses simplify service, enhance satisfaction, and swiftly resolve issues.  

Our holistic approach to CX sets us apart in the market. We don’t just provide software. We offer a proven CX framework backed by hands-on support. And our platform was built to be easy to deploy, intuitive to use, and scalable without chaos.  

Every role in our company contributes to our mission of providing and creating exceptional experiences. Whether you’re in product, sales, support, marketing, or operations, your work directly impacts our customers and, by extension, their customers. Collaboration, innovation, and a shared commitment to excellence define our culture.  

POSITION SUMMARY

Broadvoice is looking for a Customer Success Specialist to become and integral part of our dynamic team. In this role, you will work closely with customers to ensure they are taking advantage of all applicable product capabilities and help to resolve any potential issue or risk. We are looking for a candidate who is not just equipped with the necessary skills, but who is passionate about helping customers achieve their goals and gain operational efficiency. By monitoring health of the customer relationship, the CSS will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities.

KEY RESPONSIBILITIES

· Work closely with our customers to understand their business need and ensure they’re able to gain value from our products.

· Manage and work cases that come into the Customer Success Queue.

· Handle contract renewals for customers.

· Deploy reactive retention activities as needed for at risk customers.

· Conduct proactive health reviews and outreach to at risk customers to mitigate risk.

· Handle incoming customer questions regarding their account and contract and assist with changes as needed.

· Work cross-functionally to ensure customer needs are met timely.

QUALIFICATIONS

· 0-3 years’ experience in driving successful solution-oriented client engagement.

· Experience handling difficult internal and external business challenges and delivering exceptional service resulting in high client retention.

· Experience in Unified Communications as a Service (UCaaS) or other comparable telephony industry (ex: Contact Center as a Service (CCaaS) preferred.

· Experience managing projects with multiple stakeholders and systems, occasionally globally, as well as working within tight project and client timelines and resources.

· Ability to navigate business processes and quickly understand customers business structures and needs, articulate, and demonstrate what is required for successful delivery of customer expectations.

· The ability to work in a high-energy, fast-paced environment, collaborating with other departments to achieve strong results.

· A high degree of autonomy, organization, ability to prioritize, proficiently leverage internal systems.

· Proficiency with technology in products such as Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to produce professional customer presentations, reports, and analysis and recommendations.

· Experience with CRM systems (Salesforce, Rev.io, etc.)

WHY BROADVOICE

🚀 Grow Your Career

Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship.

🏡Enjoy Flexibility

We know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life.

🤝 Community & Culture

Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference.

🌟 Make an Impact

With us, your ideas are heard, and your work is meaningful. As a member of our team, you’ll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice’s future.

Are you ready to join a passionate and talented team to build the future of Broadvoice?

If you’re a strategic thinker, a collaborative, and have a talent for driving impactful results, we’d love to meet you! Apply now to become part of a forward-thinking company that’s growing and empowering its people across all roles and departments.