Remote Customer Success Specialist

GTT; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

GTT is seeking a Customer Success Associate to support the Customer Success Manager and SMB Sales teams, ensuring high customer satisfaction and timely delivery of promises. You will work with internal groups including Account Management, Sales Operations, Service Delivery, Assurance and Finance to keep data accurate and assist with billing, renewals and reporting.

Fluency in English and French is required; 1–3 years of professional experience and strong administrative skills (incl.

Qualifications

• Fluency in English and French required.
• 1-3 years professional level experience or an equivalent combination of education and experience.
• Delivery of high quality, consistent customer service and strong administrative efficiency.
• Strong Team Player with ability to adapt to change.
• Excellent written and verbal English communication skills.
• Good Excel skills.

Responsibilities

• Act as main point of contact for Silver/SMB customers for non-sales related queries to ensure excellent experience.
• Assist customers with Billing issues and disputes; Service renewals; Ethervision (GTT Portal) management and trainings.
• Act as a key support function for the Customer facing Customer Success Managers supporting them with administrative tasks.
• Provide administrative support in relation to tracking and retaining correct data in GTT systems like start of billing dates, contracts, inventory.
• Assist in responses to customer’s billing queries and support billing audits.
• Assist with various requested reporting for inventory or contractual purpose.
• Assist dispute team/client to ensure timely resolution of dispute tickets.
• Assist the GTT Collection team to ensure payments are received to prevent service suspensions.
• Track and drive EOL activities from a sales and customer related perspective, follow up/communication, order progression.
• Monitor customer cease orders to ensure that ceased services are terminated correctly.
• Assist on queries related to service renewals, upgrades.
• Provide administrative support to the Customer Success Manager in relation to any pricing, quotation, order entry queries, QBR reporting.
• Become extremely proficient regarding all GTT systems and processes that impact servicing the customer

Skills

English fluency

French fluency

Team player

Excel skills

Education

University degree

Tools

GTT systems

Billing systems

Job description

GTT is seeking a Customer Success Associate to support the Customer Success Manager and SMB Sales teams, ensuring high customer satisfaction and timely delivery of promises. You will work with internal groups including Account Management, Sales Operations, Service Delivery, Assurance and Finance to keep data accurate and assist with billing, renewals and reporting.

Fluency in English and French is required; 1–3 years of professional experience and strong administrative skills (incl.