TailWind Voice & Data

Project Manager

• Coordinate and manage project timelines, resources, and deliverables
• Work closely with team members to ensure smooth project execution
• Manage changes in scope and identify potential issues
• Manage check-in/check-out process of onsite technicians
• Communicate effectively with clients and technicians
• Track project progress and report on key metrics
• Solve problems and remove obstacles that may impact project success
• Identify and coordinate appropriate resources to complete assigned work

Project Coordinator

Customer Success Manager

• Serve as the primary point of contact for assigned clients/partners.
• Build trusted relationships to ensure ongoing satisfaction and long-term engagement.
• Act as the escalation point for client/partner issues.
• Understand client/partner business needs to deliver tailored solutions.
• Identify upsell and cross-sell opportunities within existing accounts.
• Assist the Sales team in client/partner engagement and retention strategies.
• Coordinate and/or lead project calls between Engineering, Operations, and Sales.
• Act as liaison for internal and external project implementation.
• Guide new and existing clients/partners through onboarding.
• Facilitate training, enablement, and product/service adoption.
• Regularly assess client/partner needs and satisfaction levels.
• Ensure clients/partners are receiving maximum value from services.
• Train and support users on effective portal use.
• Maintain relevant content to ensure ease of navigation and alignment with goals.
• Collect and track client/partner feedback.
• Advocate internally for improvements based on insights.
• Act as point of contact for handling sales concession or credit review processes.
• Maintain organized, relevant, and up-to-date client-facing content.
• Work closely with internal departments and external client/partners to ensure seamless execution and service.

Client Success Manager

Call Center Representative

• Answer incoming calls from clients, vendors, suppliers, and more.
• Follow protocol for specific call types, including triage and escalation when necessary.
• Document required information into the corresponding systems to ensure accurate tracking and resolution.
• Efficiently navigate company systems to access client and vendor data, update records, and complete service tasks.
• Manage check-in and check-out calls from our vendor technicians and review deliverables provided to ensure that all required job tasks were completed.
• Assist with 24-hour and 1-hour scheduling reminder calls to our vendor technicians.
• Follow company policies, procedures for call handling & routing, issue resolution, & cross-department collaboration.
• Consistently conduct activities in a friendly, professional and courteous manner.
• Other Duties as assigned.

Sales

• Serve as the primary point of contact for assigned clients/partners
• Build trusted relationships to ensure ongoing satisfaction and long-term engagement
• Act as the escalation point for client/partner issues
• Understand client/partner business needs to deliver tailored solutions
• Identify upsell and cross-sell opportunities within existing accounts
• Assist the Sales team in client/partner engagement and retention strategies
• Coordinate and/or lead project calls between Engineering, Operations, and Sales
• Act as liaison for internal and external project implementation
• Guide new and existing clients/partners through onboarding
• Facilitate training, enablement, and product/service adoption
• Regularly assess client/partner needs and satisfaction levels
• Ensure clients/partners are receiving maximum value from services
• Train and support users on effective portal use
• Maintain relevant content to ensure ease of navigation and alignment with goals
• Collect and track client/partner feedback
• Advocate internally for improvements based on insights
• Act as point of contact for handling sales concession or credit review processes
• Maintain organized, relevant, and up-to-date client-facing content
• Work closely with internal departments and external client/ partners to ensure seamless execution and service

Project Coordinator

Client Success Manager

Call Center Representative

Sales Support