Apply on Employer Site

Vivant Corporation · 2 days ago

Customer Success Project Coordinator (ISP / Telecom)

Farmers Branch, TX

Full-time

Onsite

Entry, Mid Level

$50K/yr - $75K/yr

2+ years exp

Vivant Corp is dedicated to eliminating internet and telecom frustrations for SMBs through innovative solutions and exceptional support. They are seeking a Project Coordinator to oversee client projects, ensuring timelines are met and deliverables are of the highest quality while fostering collaboration and driving measurable results.

Consumer ElectronicsElectrical DistributionEnergy

Responsibilities

Build and maintain strong, long-lasting client relationships

Establish a trusted advisory relationship with key accounts, customer stakeholders, and executive sponsors

Collaborate with the sales, support, and accounting teams to gather information on potential and existing clients

Call previous carriers to verify if the client is under contract or has any obligations

Document all client and project information in our business management platform, Utiliko

Serve as the liaison between internal teams (Sales, Installation, Support, Accounting) and the client to ensure successful project progression

Attend sales meetings to gather Knowledge Transfer, relay information for parts ordering, and communicate with the installation and support teams

Keep clients informed of installation dates and ensure that previous services are disconnected from old accounts and billing starts for new services

Ensure that previous services are properly cancelled, and all actions are fully documented

Handle the disconnection of accounts after installation, understanding telecom processes such as number porting

Place orders for new services with partners and manage the coordination of installation with clients

Set up clients for billing in our CRM, address past-due invoices, and assist clients with any issues

Create and route support tickets, ensuring prompt resolution

Develop and maintain documentation for responsibilities, training videos, and workflows to improve company and client processes

Ensure a smooth onboarding process for new clients

Conduct product training sessions to help customers maximize the value of our offerings

Monitor account health, identifying potential issues or opportunities

Collaborate with the sales team to identify upsell and cross-sell opportunities

Gather customer feedback and share insights with the product, sales, and marketing teams

Advocate for product features and improvements based on customer needs and feedback

Identify and mitigate churn risks to ensure customer satisfaction and loyalty

Implement strategies to ensure the renewal of client contracts

Monitor and analyze customer product usage, providing insights and best practices to help them achieve their goals

Track key account metrics and establish performance indicators for client satisfaction and product adoption

Qualification

Project Coordination ExperienceISP Service ExperienceCustomer Relationship ManagementCommunication SkillsHighly OrganizedReliableCreative Problem SolvingSelf-MotivatedResults-Driven