Customer Satisfaction Executive

**Responsibilities**:

- Build relationships with internal employees, vendors, and partners.
- Take ownership of customer orders and work directly with the customer, partner, salesperson, vendors, and provisioning to create clean orders and ensure a smooth transition to provisioning
- Be the expert customer advisor for our support tools, systems, and processes.
- Conducting customer onboarding sessions.
- Assembling Quarterly Business Reviews (QBR) documentation and scheduling presentation
- Ownership of the customer experience through QBRs and follow-ups to ensure toolset adoption and customer satisfaction.
- Identify services coming up for renewal and act as a primary point of contact for the customer to renew and/or upgrade services. Includes cost basis ownership via sourcing and vendor negotiation.
- Customer advocacy and problem-solving: recognizing common issues and owning resolution at scale. Driving and documenting continuous improvement opportunities.

**Metrics/ KPIs**: Number of monthly QBRs. Compensation tied to In-contract revenue base growth (includes renewals). Bonuses for: referrals, references,and case studies.

**Key Internal Partners**:Service Advantage Team, Operations, Finance, Sales AE.

**Qualifications**:

- A strong sense of ownership
- Strong written and verbal communication skills
- Detail and project oriented.
- Self-motivated with a get the job done attitude
- Highly proficient with Excel, Outlook, Teams, PowerPoint, and Word
- Telecom experience is a plus
- Confidence with sourcing/ costing functions
- P&L experience is a plus.

Tipo de puesto: Tiempo completo

Salario: ¢600 000,00 - ¢610 000,00 al mes