Customer Success Associate

About GTT:

GTT is a leading global provider of secure cloud networking solutions for multinational organizations. We design and deliver solutions that leverage advanced cloud, networking and security technologies. We complement our solutions with a suite of professional services and exceptional sales and support teams in local markets around the world. We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options. Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices. For more information, visit gtt.net.

Role Summary:
The primary goal of the Customer Success Associate is to work in partnership with the Customer Success Manager and Silver and SMB Sales teams to support and perform specific requirements for the customer base and ensure enhanced customer satisfaction while delivering to GTT promises in a timely matter.

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

Duties and Responsibilities:

• Act as main point of contact for our Silver/SMB customers for any non-sales related queries to ensure excellent experience for our Customers.
• Assist our 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

Required Experience/Qualifications:

• Fluency in English and French
• University 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 organizational awareness, planning skills and collaboration
• Excellent written and verbal English communication skills
• Good excel skills.

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