Senior Customer Success Representative

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 Senior Customer Success Representative – Lost Logo Retention is a critical role focused on extending customer relationships and maximizing lifetime value, even as customers transition away from GTT. This role is responsible for proactive outreach, retention efforts, and support for customers who are in the process of disconnecting services. The ideal candidate will be a strategic communicator, a customer advocate, and a team leader who can guide both customers and internal teams through complex transitions.

Duties and Responsibilities:

• Supporting customers who are leaving GTT, with a goal of nurturing relationships and identifying opportunities to retain or extend services.
• Provide support across billing, order management, and lost revenue recovery.
• Drive daily, weekly, and monthly outreach strategies to maintain engagement with at-risk customers.
• Support price increase communications and order processing during the transition period.
• Collaborate with cross-functional teams to ensure seamless customer experience and issue resolution.
• Escalate and track customer concerns, ensuring timely and effective resolution.
• Develop and implement retention strategies for services approaching renewal.
• Guide customers through the offboarding process while identifying opportunities for re-engagement or future business.
• Serve as a mentor and escalation point for the Customer Success teams.

Required Experience/Qualifications:

• Bachelor’s degree and 5–7 years of professional experience,
• Proven experience supporting enterprise customers and managing customer success initiatives.
• Strong communication, negotiation, and presentation skills.
• Ability to manage multiple priorities and drive performance.
• · Experience in customer lifecycle management, including renewals, health checks, and QBRs.
• Familiarity with order and billing systems, and ability to advocate for customer needs internally.

Desirable Experience/Qualifications:

• Experience in telecom or technology services.
• Process-oriented with strong problem-solving skills.
• Ability to translate complex ideas for technical and non-technical audiences.
• Analytical mindset with a focus on customer outcomes and retention metrics.

Hours/Travel/Shift:

• Standard business hours (Monday–Friday).
• No travel required.
• Primarily computer-based work.
• Reasonable accommodation available.
• Client Relationship Management

Physical Job Requirements:

• The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions
• While performing the duties of this job, the employee is regularly required to be independently mobile
• The employee is also required to interact with a computer and communicate with peers and co-workers
• Extended periods of time doing computer-based work
• While performing the duties of this job, the employee is regularly required to be independently mobile

Core Competencies:

• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• 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.
• 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.
• Performance Management: Knowledge of successful performance management techniques; ability to apply organization's performance management system, practices, and tools to develop and improve individual and organizational performance.
• Client Relationship Management: Knowledge of client relationships; 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 customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting 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 (Americas Only):

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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