Customer Success Associate

Customer Success Associate

Location: Longview, TX or Charlotte, NC

Hybrid position: In office 3 days a week Tues - Thursday

About Conterra

Conterra Networks creates custom technology-based network solutions for businesses of all sizes nationwide. For over 25 years our team of local professionals have been designing, building, and managing our 11,000+ mile owned and operated fiber network.

We are committed to providing fiber-driven solutions for even the highest-bandwidth consuming organizations, and to employing and empowering highly qualified people to serve you better than any other provider.

Fiber driven. People powered.

Our slogan reinforces our customer commitment. Conterra delivers the network, but it is our people—and how much we care before, during, and after the build—that truly sets us apart.

As we continue to expand our business, we are looking for talented people with a creative mindset, a knack for problem-solving, a collaborative work ethic, and a passion for customer service to join our team.

And that's where you come in.

Job Purpose

The Customer Success Associate's (CSA) primary responsibility is to speed revenue realization and ensure exceptional customer experience from Sales to Service Delivery.

• CSAs support the Customer with a welcoming attitude and squeezing time from the order acceptance process.
• CSAs support the Sales teams during the complexities of order entry, order management, and submission to Operations, enabling the Sales staff to focus on the next order.
• CSAs support the Operations teams by ensuring customer orders are complete and by working with Customers and Sales to solve any deficiencies or special circumstances on the way to activation

What You Will Be Doing

• Perform administrative duties to assist in Order Processing, order auditing, maintaining customer records, and providing support to the Sales team.
• Coordinate and manage various customer-related transactions, ensuring smooth processes and efficient handling of customer requests. This included moves, adds, and changes to customers' services and basic issue resolution.
• Maintain a strong customer relationship and assist Sales in renewals by providing customer profiles and gathering billing information.
• Review and track open orders and provide updates to Sales as to the status of their orders. Address outstanding order issues that fall back to the Sales teams to seek quick resolution to get clean orders back on track.
• Act as a liaison for the customer between Sales, Service Delivery, and Service Assurance to ensure a positive experience for the customer through the full life cycle of the account.
• Assist Sales in quote creation for larger opportunities by building out location details, contact information, address validations and any additional information needed to build the foundational shell of a quote in the system.
• Execute specific project tasks to support the broader Customer Experience and Sales objectives.

What You Will Need

• 2+ years of experience working in a sales support or retention role preferably in the telecommunications industry.
• Ability to work in a fast-paced sales environment and support sales professionals.
• Excellent communication and organization skills.
• Problem Solving Skills – Ability to analyze customer issues & find appropriate solutions quickly & efficiently.
• Ability to multi-task, prioritize & manage time effectively.
• Patience and empathy – Remaining calm and composed especially when dealing with challenging situations.
• High School diploma with a preference for an advanced degree (BA or Associates).

We are even more excited if you are

• Passionate about creating a positive client experience.
• Highly driven with a strong sense of urgency.
• Ability to handle multiple tasks and support both sales and customers simultaneously.
• Exceptionally detail oriented.

What We Offer

• Core values that embody teamwork, integrity, and excellence
• A super talented team who values hard work, success, and fun :)
• Work/ Life Balance
• Premium health benefits (medical, dental, vision, flex spending, etc.)
• Flexible and generous PTO schedule + paid holiday schedule
• 401K program
• Diversity & Inclusion
• Conterra celebrates and supports diversity for the benefit of our employees, our business, and our community. We are proud to be an equal opportunity employer and a workplace which leverages and thrives on the diversity and inclusion of everyone on our team to drive excellence throughout our organization.