Syniverse is the world's most connected company. Whether we're developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world's most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we're able to provide our incredible talent with an innovative culture and great benefits.
Who We're Looking For
Job Profile Summary
The Customer Success Advocate is a customer facing professional who supports professional services for 10 DLC. The goal is to help educate customers, vet 10 DLC Campaigns and support compliance best practices to reduce spam complaints. You will be assisting the customer success team bringing mobile programs to life for some of the world's largest enterprises. Real Customer Success comes from the heart with leading customer management and business consultancy skills. You're passionate about engaging your customers and expanding their use cases. It requires impeccable relational skills and a focus on creating win/win environments for customers and their customers/end-users. And your behaviors align strongly with our values, because ours do.
Some of What You'll Do
- Job Description
- Duty allocation for this role is approximately:
- 30% Account management support, including customer calls, tracking activities and billing questions related to 10 DLC campaigns etc.
- 70% Lead Campaign Vetting Administration and Problem Analysis/Resolution
Specifically, you will:
- Be the point of contact for customers on 10 DLC best practices and compliance, potentially extending to short code compliance.
- Advise the reasons behind a campaign rejection so that future improvements can be made by the customer.
- Manage intake and approval and set up of T-Mobile Special Business Reviews (SBR)
- Contribute to the success of the customer management team by learning 10 DLC and Short code compliance, and report metrics back to leadership and customers
- Establish a trusted partner/advisor relationship with assigned clients and drive value with our products
- Work closely with customers to understand their measures of success and identify areas for improvement
- Monitor success KPIs and report on each assigned client
- Process Compliance/Vetting and SBR Special Requests, from receipt of initial customer request through customer billing
Occasionally you might be required to support as CSM:
- Attend and setup regular meeting with assigned accounts
- Assist the implementation team with issues that may need to be escalated within the customer's organization or Syniverse to ensure successful and timely deployment of a new service
- Resolve or coordinate the resolution of customer issues during onboarding, and document the results in the knowledge base in accordance with documented guidelines
- Provide marketing knowledge use case development and assist with presentation decks
- Develop the customer relationship with constant communication via operational reviews
**Requirements**:
- 2+ years in customer success or customer service
- Detail-oriented with prior customer compliance experience
- BS/BA in Business or Marketing
- Strong interpersonal, communication and team skills
- Strong analytical and problem resolution skills
- Strong control and follow-up skills
- Effective Business writing skills
- #LI-HybridWhy You Should Join Us
Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.
At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.
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