Language Skills (Essential): German and English
About GTT:
GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications – anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. For more information, please visit www.gtt.net.
Role Summary:
The Customer Success role is a key component of GTT’s effort to ensure that everything we do is focused on our customers. This role builds a deep understanding of the customer’s priorities and assures that they are receiving the value they expect. You will build lasting relationships with our most important clients from successful launches to identification of new use cases, and ongoing strategic support that increases satisfaction, maximizes the GTT experience and ultimately drives revenue retention and growth.
This is a strategic and proactive role, our expectation is that this person will take full ownership of their customer portfolio and act with a high level of autonomy. This includes making key decisions to drive effective customer outcomes; deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict, and advocating to internal teams including sales, product, engineering, etc.
Duties and Responsibilities:
- Customer Onboarding: Lead the onboarding process for new customers. Partner with customer, pre-sales, and post-sales teams to understand requirements, goals, and challenges to formulate an onboarding plan.
- Customer Advocacy: Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams. This means being a team player and having strong collaboration skills – this role must align with many different internal teams, influence them to act toward customer needs.
- Renewals & Retention: Drive high customer retention and renewal rates by ensuring clients see ongoing value. Work closely with account teams to identify upsell and cross-sell opportunities. Lead efforts in contract renewals and negotiations
- Account Management: Develop relationships with multiple levels of customer stakeholders from technicians to C level. Work closely with sales teams to identify the best path to renew and expand customers while minimizing churn risks.
- An entrepreneurial and commercial mindset: where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve customers.
- Serve as the customer’s advisor throughout customer life cycle (product kick-off, adoption, proficiency, expansion, and renewal negotiations/close).
- Orchestrate milestones along the customer journey and conduct Quarterly Business Reviews (QBRs) with Senior client executives.
- Consistently monitor and identify/anticipate revenue churn risk to successfully resolve at-risk clients.
- Operational tasks management; quoting, renewals, upgrades, tech refresh proposal preparation, billing related issues and other via company CRM portal.
Required Experience/Qualifications:
- 5+ years experience in enterprise, customer facing roles collaborating with both technical and business teams – Customer Success, Professional Services, Technical Account Management or a combination of those plus Sales, Solutions Engineering, or Technical Support. Previous experience in Telco sector is preferred.
- Experience leading monthly and quarterly business reviews with client executives where you described the value and ROI of your company’s solution
- Experience communicating client business objectives or issues to your internal leadership in order to form a strategic account plan
- Experience collaborating with internal Product, technology, and/or operations team to understand client needs and communicate product feedback
- Ability to work in fast paced environment, be trusted to drive initiatives autonomously and gain buy in from a wide collection of stakeholders
- Demonstrates a strong commitment to continuous personal and professional development, actively seeking opportunities to enhance skills, expand knowledge, and advance within their career and field.
- Excellent communication skills and the ability to build relationships at all levels
- Proficient with CRM tools, applications and AI.
- Driven, high emotional intelligence, and strong priority management skills
Hours/Travel/Shift:
Normal Working Hours. Hybrid working 1-2 days per week, home working and occasional customer travel
Universal Competencies:
- Continuous Improvement: Working knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
- Customer First (Customer Facing): Working knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.
- Operational Excellence: Working knowledge & understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive.
EEO Statement
GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.
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