Customer Success Operations Manager

Position Description:

This role is responsible for managing the customer readiness process following submission of the sales order, ensuring customers are informed, contacted, confirmed, and prepared for their scheduled service appointment. Serving as a key post-sale point of contact and subject matter expert for post-sale readiness, this position supports customer communication through SMS, recorded messages, live follow-up calls, and other outreach methods, with work executed primarily within GOCare. The role also supports quality handoff to operational teams by maintaining accurate customer notes, identifying process improvement opportunities, and providing reporting on key customer readiness and post-sale performance metrics.

Key Responsibilities include:

Customer Readiness and Post-Sale Communication

• Own the customer readiness process following submission of the sales order, ensuring customers are prepared for scheduled service delivery


• Review submitted sales orders to ensure customer information is complete, accurate, and ready for next-step processing


• Serve as the primary post-sale point of contact, ensuring customers are informed, confirmed, and prepared for their scheduled service appointment


• Follow up with customers who are unresponsive or not yet prepared for their scheduled service appointment using GOCare, including SMS, recorded messages, and live follow-up calls as needed


• Help reduce cancellations, no-contact outcomes, no-shows, and avoidable service issues through effective customer engagement


• Partner with operational teams to support a smooth handoff of customer-ready orders and maintain workflow continuity


• Identify and recommend process improvements within the Sales-to-Service workflow


• Partner with FP&A to report on key customer readiness, contact outcomes, and post-sale performance metrics 

GOCare Engagement, SMS and IVR Execution

• Manage customer readiness outreach within GOCare for new sales orders following submission


• Execute welcome SMS messages to notify customers of upcoming service appointments and next steps


• Deliver proactive messaging to set expectations, improve readiness, and reduce communication gaps


• Send follow-up SMS messages to customers who are non-responsive to appointment notifications


• Trigger recorded outbound messages and coordinate live follow-up calls for customers who do not respond to GOCare SMS outreach to help ensure key appointment messaging is received


• Provide ongoing reporting for these key areas of responsibility 

Base Management and GoCare Reach Campaigns

• Execute approved customer outreach campaigns within GOCare Reach to support customer notifications, upgrade initiatives, and sales efforts


• Partner with the Base Marketing Manager and Marketing team to deploy campaigns once strategy, messaging, and audience are defined


• Ensure campaigns are executed accurately and on time within GOCare Reach


• Provide reporting on campaign execution and performance outcomes 

Home Security Sales Support

• Support Home Security sales through customer follow-up, readiness confirmation, and scheduling coordination

• Manage Home Security contracts, ensuring accuracy and timely processing


• Coordinate installation scheduling and readiness for Home Security orders


• Manage Home Security equipment orders and fulfillment coordination

Wireless & MVNO Support

• Support current wireless sales through inventory ordering and coordination


• Assist with phone activations within AT&T Telegence Activation platform


• Process wireless disconnects and NPDs until full transition to the MVNO platform is complete


• Provide transition support as wireless operations move to the MVNO platform


• Support reporting for this area as needed

Qualifications

• Associate or bachelor’s degree preferred, or equivalent combination of education and relevant work experience


• 5 years of experience in sales operations, customer service, customer communication, order management, or a related operational support role


• Experience supporting post-sale customer communication, order follow-up, scheduling coordination, or service readiness activities preferred


• Strong written and verbal communication skills with the ability to engage customers professionally and clearly across multiple outreach channels


• Strong organizational skills with the ability to manage multiple tasks, follow up consistently, and maintain accurate customer records


• Ability to work cross-functionally with Sales, Marketing, Operations, and other internal teams to support a smooth customer experience


• Strong systems knowledge with experience using CRM, customer communication, or workflow management platforms preferred; GOCare experience is a plus


• Strong analytical and reporting skills with proficiency in Microsoft Office, particularly Excel, Word, and Outlook


• Ability to serve as the subject matter expert for post-sale readiness, customer communication workflows, and handoff quality


• Telecommunications operations expertise strongly preferred

Essential Job Functions:

Essential job functions include, but are not limited to the following:

• Help meet and exceed monthly sales to install goals for new Booked Sales


• Develop and maintain an in-depth knowledge of Truvista’s capabilities and service offerings 


• Develop and maintain trusted relationships with Sales, Operations, and Contractors


• Promote a positive reputation and brand image for Truvista 


• Respond to customer-initiated inquiries 


• Engage necessary internal resources to facilitate efficiencies 


• Remain engaged as a key customer and internal contact throughout the customer installation process


• Complete additional duties and projects assigned by management


• Provide feedback on findings for opportunities to improve 


• Establish and provide reporting on all key areas of responsibilities


• Deliver on consistent attendance and on-time arrival in the workplace 

Knowledge, Skills, and Abilities:

• Leadership - Inspires and motivates others to perform well, provides vision and inspiration to peers, and gives appropriate recognition to others. Exhibits sound judgment and makes good decisions.


• Professionalism - Maintains a professional appearance. Approaches others in a tactful manner, reacts well under pressure, and treats others with respect and consideration regardless of their status or position. Accepts responsibility for his/her own actions and follows through on commitments.


• Interpersonal Skills - Focuses on resolving conflict vs. blaming others, maintains confidentiality, and is open to coaching and new ideas


• Communications - Speaks clearly and persuasively in both positive and negative situations, listens and gets clarification, and responds well to questions. Able to compose professional business correspondence.


• Interpretation - Able to read, analyze, interpret, develop and negotiate contracts


• Teamwork - Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeed


• Customer Service - Effectively manages challenging customer situations, solicits customer feedback to improve service, and meets customer commitments


• Organizational Support - Follows policies and procedures and completes administrative tasks correctly and on time


• Planning and Organizing - Prioritizes and plans work effectively and uses work time efficiently


• Computer Skills – Possesses solid operating knowledge and ability in Microsoft Word, Excel, PowerPoint, and Outlook

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to talk and hear. The employee is frequently required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. 

FLSA and Employment Status

Exempt, Full Time