Customer Success Advocate

TPX Communications


Job Description
Job DescriptionGeneral Purpose:Ensure onboarding experience meets or exceeds customer expectation and contracted TPx products and services delivered, align, and satisfy customer objectives. The candidate in this role develops relationships with our customers and internal teams early in the onboarding process and provides an additional layer of support/guidance during and post installation of TPx solutions. Reports to (Supervisor/Manager):Manager, Customer SuccessEssential Duties and Responsibilities:Assists with onboarding and management of new accounts for 90 to 180 days post installation. Engages with customers and internal teams to ensure customer objectives are met during onboarding.Works with internal technical and support teams to ensure customers receive best-in-class technical, process and product-specific consulting post installation.Guides and provides customers with accurate contact/department information when an issue or question should arise.Meets onboarding and customer retention goals; ensure that TPx is providing industry standard onboarding experience for our customers.Documents customer feedback during and post onboarding (service delivery, use of product, billing).Contributes to improved Customer Success metrics, reporting and evaluation.Peripheral Duties:Collaborates with customers and internal teams to identify/address/resolve challenges and issues during and post onboarding.Monitors and documents customer response to communication during and post onboarding to ensure customer's objectives have been/are being met.Leverages learning and development team and available training resources to ensure customer can utilize installed TPx products and services.Provides guidance on access of key systems used for viewing and submitting payment, requesting change or addition to services and reporting issues with services.Desired Minimum Qualifications:Education and Experience: Bachelor's Degree in a business, technology, or related discipline.Prior experience (1-3 years) in Customer Experience/Account Management to business clients preferred.Experience working in the technology/telecom industry preferred, and UCaas and Managed Services experience is a plus.Necessary Knowledge, Skills, and Abilities:Build and maintain solid and lasting customer relationships.Proficient with customer engagement through various forms of communication.Thrive in a fast-paced environment.Prioritize multiple tasks and manage each within time constraints and deadlinesStrong interpersonal and communications skills.Proficiency with Microsoft Office Suite and Salesforce.com.Product knowledge of UCaas, VoIP, SD WAN and Managed Services are preferred.Driving/Travel Requirements:There are no current driving requirements for this position. This is subject to change.Tools and Equipment Used:Work computer, including word-processing, database and spreadsheet programs.Smartphone required.Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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