Implementations Success Manager

C Spire - Ridgeland, MS

Full-time - Mid Level

Ridgeland, MS

Telecommunications

About the position

The Implementations Success Manager at C Spire plays a crucial role in facilitating sales orders across various departments within C Spire Business (CSB) and C Spire. This position is responsible for coordinating the entire order process from initiation to fulfillment, ensuring that all documentation is updated and communicated effectively with both internal teams and customers. The role requires a strong focus on customer experience, embodying the company's philosophy of being 'Customer Inspired.' This means that the ideal candidate must possess a relentless drive to excel in the industry, a commitment to providing unbeatable customer experiences, and a passion for innovation and technology. Continuous improvement and accountability are also key traits that the company values in its team members. The Implementations Success Manager will maintain all sales documentation and implementation information using Salesforce, ensuring that customer needs are met throughout the order fulfillment process. This includes working closely with the sales team, acting as a liaison between various departments, and providing regular updates to customers regarding their order status. The role also involves coordinating VoIP services, circuits, and internet connectivity, as well as creating necessary diagrams and designs using tools like Visio. The manager will facilitate meetings and calls with customers and relevant C Spire departments for complex implementations, and must be proactive in notifying management of any stalled orders. Overall, this position requires a strong sense of ownership in facilitating customer needs and delivering exceptional service.

Responsibilities

• Maintain all sales documentation and implementation information from the beginning of service delivery through order fulfillment in Salesforce.
• Work with the sales team to ensure customer needs are facilitated.
• Act as a liaison for all departments involved with the CSB order fulfillment process.
• Update customers routinely on order status.
• Coordinate VoIP services, circuits, connectivity, internet, and other services provided by CSB.
• Create location diagrams, Network Designs, Multi-Loc connections, and/or Visio drawings when necessary.
• Facilitate meetings and calls with customers and necessary C Spire departments for complex implementations.
• Understand competition in the industry and CSB services in their entirety.
• Notify appropriate management when orders become stalled.
• Take full ownership of facilitating the customers' needs.
• Perform other tasks or duties as assigned.

Requirements

• Level I: One year of work experience in a fast-paced service delivery environment, telecommunications, and/or data industries required.
• Proven knowledge of telecommunications and VoIP Services required.
• Proven ability to foster strong relationships with internal and external departments required.
• Must be proficient, professional, and able to correlate good business decisions when assisting the sales team and the department as a whole.
• Level II: Three years work experience in a fast-paced service delivery environment, telecommunications, and/or data industries required.
• Project Coordination experience required.
• Level III: Excellent knowledge of Telecommunications, VoIP Services, Bandwidth, and connectivity required.
• Project coordination experience required.
• Strong problem-solving skills required.
• Bachelor's degree or four years equivalent work experience in fast-paced telecommunications, networking, or data industries required.
• Senior: Bachelor's degree or five years equivalent work experience in fast-paced telecommunications, networking, or data industries required.

Nice-to-haves

• Associates degree preferred.
• Experience in project management and/or provisioning desired.
• Project Coordination experience strongly preferred.