General Summary:
The Customer Success Advisor is responsible for ensuring the success and satisfaction of our business customers in utilizing the Company’s products and services effectively. The Customer Success Advisor develops relationships with potential and existing business customers to understand their needs and challenges, develop solutions that align with their objectives, and leverage the Company’s products and services to help their business be successful.
Essential Job Functions:

• Serves as the liaison between business customers and the Company to answer questions and coordinate solutions. Acts as an advocate with a focus on improving customer experience with the Company’s business products and services.
• Develops plans and strategies for how to best engage with existing and potential customers to develop a relationship that promotes the Company and its business products and services.
• Travel throughout the assigned service territory or market area to meet with potential and existing business customers to build relationships with applicable stakeholders.
• Provide business account support for all teams within the Company. Assists business customers with billing inquiries, new service requests, service plan changes, disconnects, or service questions and concerns.
• Serve as the primary point of contact for discussions regarding the status and deliverables with the business customer and the Company. Effectively manages business customer expectations and requirements.
• Act as a trusted advisor and advocate for business customers within the company, representing their interests and providing feedback to inform product development, service enhancements, and process improvements.
• Resolve difficult business customer issues and problems by making recommendations for solutions and coordinating with other departments and management staff to resolve customer problems and expedite work as needed.
• Promotes Company products and services to new and existing business customers via phone, email, and in-person and provides the sales team with potential sales leads.
• Uses the relationship built with the existing or potential customers to work with the sales team to present proposals, negotiate terms, handle objections and coordinate execution of service agreements.
• Collaborate and support the Technology Advisory Services team in the pursuit of their targeted sales goals by providing information obtained through client visits.
• Analyze information obtained from existing and potential customers to make recommendations regarding overall product strategy, research and development requirements, and coordination for new and emerging products for business customers.
• Work with internal management teams to implement process improvements for business solution analysis and delivery methodologies.
• Follows up with business customers after delivery of service to ensure that service has been delivered to the customer’s satisfaction.
• Where necessary, support marketing efforts such as trade shows, exhibits, and other events.

Other Responsibilities:

• Performs other related duties as assigned by Management.

Knowledge, Skills & Abilities:

• Must possess a unique balance of technology and business acumen.
• Must possess exceptional customer service skills.
• Excellent written and oral communication skills.
• Experience building and maintaining professional relationships. Ability to build rapport and collaborate in a professional manner with both customers and coworkers.
• Able to educate customers on the application or recommendation of Company products and services.
• Knowledge of technology use in business environments, especially telecommunication products and services.
• Knowledge of Company policies, procedures, products, and services.
• Ability to actively listen and communicate effectively and professionally with customers, vendors, managers, and coworkers.
• Ability to navigate difficult conversations with customers.
• Ability to make decisions and exhibit poise, composure, and confidence when confronting high-pressure or stressful situations.
• Knowledge of Order Management or Customer Relations Management systems, preferably within a Services environment.
• Ability to collect, analyze, interpret, and track large amounts of data.
• Advanced skills in analytical thinking and problem-solving.
• Self-motivated, with an engaging level of enthusiasm. High level of integrity and work ethic.
• Ability to calculate figures and amounts such as discounts and percentages and to apply basic concepts of algebra.
• Ability to effectively function as a team player and to project a positive attitude. Provide exceptional customer service to internal and external customers.
• Ability to organize, prioritize, and handle multiple work assignments.
• Ability to complete work accurately under time constraints and deadlines.
• Skill in operating a personal computer using database, word processing, and spreadsheet software.
• Ability to give effective public presentations.
• Ability to travel, up to 60% of the time, to customer sites within assigned service territory, for the purpose of promoting the Company and developing customer relationships.

Other Responsibilities:

• Performs all other related duties as assigned by Management.

Education and/or Experience:

• Minimum 3 years of customer service or marketing experience.
• Associate’s degree in business, management, or related field plus 3-5 years of customer service or marketing experience.
• Sales experience may be substituted for customer service or marketing experience if the sales experience involved not only making sales but significant client management or client relationship building work.

Certifications, Licenses, Registrations:

• Must have, or be able to obtain, and maintain a valid South Dakota driver’s license, have an excellent driving record and be insurable under the Company’s insurance policy.

Other Qualifications and/or Credentials:

• Must live in a Golden West Exchange.

Physical Requirements:

PHYSICAL REQUIREMENTS	0-24%	25-49%	50-74%	75-100%
Seeing: Must be able to read computer screen and various reports.	X
Hearing: Must be able to hear well enough to communicate with employees and business contacts.	X
Standing/Walking:	X
Climbing/Stooping/Kneeling:	X
Lifting/Pulling/Pushing:	X
Fingering/Grasping/Feeling: Must be able to write, type, and use phone system.	X
Sitting:	X

Working Conditions:
Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually quiet.
Note:
To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Disclaimer:
The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.