Customer Success Associate

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 managed 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 primary goal of the Customer Success Associate is to work in partnership with the Customer Success Manager to support and perform specific requirements for the customer base and ensure enhanced customer satisfaction while delivering to GTT promises in a timely matter.

As part of daily activities, you will be required to maintain regular contact with a variety of internal teams including Account Management, Customer Success, Quoting and ordering, Sales Operations, Service Delivery, Assurance and Finance.

Job Scope:

Receives predetermined work assignment that are subject to a moderate level of control and review. Completes assignments using established guidelines, procedures and policies. Work in partnership with the regional Customer Success Manager to support special handling of customers, EOL and other administrative tasks.

Duties and Responsibilities:

• Act as a key support function to 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, pricing actions
• Assist in responses to customer’s billing queries and support billing audits
• Submit credit requests for goodwill scenarios
• Assist with various requested reporting for inventory or contractual purpose.
• Assist dispute team/CSM 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.
• Follow up on customer cease orders to ensure cease reason is correct.
• Assist on queries related to service renewals.
• 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.
• Support data maintenance projects allowing accurate retention and renewals.
• Create and provide requested reports in support of CSM activity and customer meetings
• Manage administrative order needs that a CSM would otherwise action
• Support requests for EV Demos for new customer contacts

Required Experience/Qualifications:

• College degree and 1-3 years professional level experience or an equivalent combination of education and professional level related experience
• Delivery of high quality, consistent customer service and strong administrative efficiency.
• Strong Team Player
• Be able to adjust to change.
• Ability to work in a fast paced, dynamic, and structured environment
• Experience working in an administrative role or service management environment.
• Good organisational awareness, planning skills and collaboration
• Excellent written and verbal English communication skills
• Good excel skills.

Core Competencies

• Accuracy and Attention to Detail: Working knowledge in understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
• Effective Communications: Working knowledge in understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Flexibility and Adaptability: Working knowledge of successful approaches and techniques for dealing with change; ability to adapt to a changing environment and be comfortable with change.
• Initiative: Basic understanding in 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: Working 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.
• Teamwork: Basic knowledge of the necessity and value of teamwork; experience with; ability to work cooperatively towards shared goals and being supportive of others at all levels.
• Cross-Team Integration: Basic knowledge in 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.
• Client Relationship Management: Basic knowledge of client relationship; ability to address critical issues to meet client needs and maintain engaged, partnering relationship with business partners and clients.

Universal Competencies

• Continuous Improvement: Working 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): Working knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.
• Operational Excellence: Working knowleding understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive

EEO Statement

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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