Customer Success Associate

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.