Senior Customer Success Representative
GTT
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas, Virginia • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Supporting customers who are leaving GTT, with a goal of nurturing relationships and identifying opportunities to retain or extend services.
- Provide support across billing, order management, and lost revenue recovery.
- Drive daily, weekly, and monthly outreach strategies to maintain engagement with at-risk customers.
- Support price increase communications and order processing during the transition period.
- Collaborate with cross-functional teams to ensure seamless customer experience and issue resolution.
- Escalate and track customer concerns, ensuring timely and effective resolution.
- Develop and implement retention strategies for services approaching renewal.
- Guide customers through the offboarding process while identifying opportunities for re-engagement or future business.
- Serve as a mentor and escalation point for the Customer Success teams.
Requirements
- Bachelor’s degree and 5–7 years of professional experience.
- Proven experience supporting enterprise customers and managing customer success initiatives.
- Strong communication, negotiation, and presentation skills.
- Ability to manage multiple priorities and drive performance.
- Experience in customer lifecycle management, including renewals, health checks, and QBRs.
- Familiarity with order and billing systems, and ability to advocate for customer needs internally.
Benefits
- Reasonable accommodation available.
- Flexible working hours.
- Professional development opportunities.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer lifecycle managementrenewalshealth checksQBRsorder managementbilling systemslost revenue recovery
Soft skills
communicationnegotiationpresentationrelationship nurturingperformance managementmentoring
Certifications
Bachelor's degree