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Senior Manager, Mobility Customer Success

Company: Granite Telecommunications
Location: Quincy
Posted on: September 15, 2023

Job Description:

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Senior Manager, Mobility Customer Success

Quincy, MA (HQ)

Job Code:

# of Openings:

DescriptionGranite Background & History
Granite is one of the premier communications services' providers to businesses across the United States and Canada. We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. Granite has over $1.85 Billion in revenue with more than2,300 employees and is headquartered in Quincy, MA just off I-93 and directly next to the North Quincy T Station on the Red Line. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.
uGranite has been recognized by the Boston Business Journal as one of the "Healthiest Companies" in Massachusetts for the past 14 consecutive years
uOur Quincy office has an onsite dining facility and a fully equipped state of the art gym that offers daily Cross Fit, Mixed Martial Arts, and Yoga classes available to employees at zero cost
uGranite's philanthropy is unparalleled with over $200 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer's Association to name a few
uWe have been consistently rated a "Fastest Growing Company" by Inc. Magazine.
uGranite was named to Forbes List of America's Best Employers 2022
uGranite was recently named One of Forbes Best Employers for Diversity
If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.
General Summary of Position:
Granite Telecommunications, a leading provider of communications solutions, is seeking a highly skilled and experienced Senior Manager of Mobility Customer Success to join our dynamic team within the Wireless Product Division. In this role, you will be responsible for leading and managing the customer success efforts specifically for our mobility solutions. Your primary objective will be to ensure the successful implementation, adoption, and ongoing satisfaction of our wireless products and services for our clients. You will collaborate closely with cross-functional teams, including sales, product, and engineering, to drive customer success and foster long-term relationships with our clients.
Duties and Responsibilities:
* Customer Success Strategy: Develop and execute a comprehensive customer success strategy for our mobility solutions within the Wireless Product Division, aligning it with the company's overall goals and objectives.
* Team Leadership: Lead, mentor, and inspire a team of customer success managers, providing guidance and support to ensure high levels of performance and customer satisfaction.
* Customer Onboarding: Oversee the successful onboarding process for new mobility clients, ensuring seamless implementation and integration of our wireless products and services into their operations.
* Relationship Management: Establish strong relationships with key stakeholders at client organizations, acting as their trusted advisor and advocate to drive customer satisfaction and retention.
* Account Management: Manage a portfolio of high-value mobility accounts within the Wireless Product Division, understanding their business needs, identifying growth opportunities, and proactively addressing any challenges or concerns.
* Renewals: Collaborate closely with the sales team to drive customer license renewals and identify upsell opportunities, maximizing revenue growth from existing accounts within the wireless product segment.
* Customer Advocacy: Serve as the voice of the customer within the organization, providing feedback and insights to internal teams to inform product enhancements and drive continuous improvement specifically for our wireless products.
* Performance Metrics: Define and track key performance metrics related to customer success within the wireless product division, regularly analyzing data and providing actionable insights to improve customer satisfaction and retention rates.
* Cross-functional Collaboration: Work closely with cross-functional teams, including sales, product, and engineering, to ensure a seamless customer experience and drive successful outcomes for our wireless mobility clients.
* Industry Knowledge: Stay up to date with industry trends, emerging technologies, and best practices in the wireless mobility sector, applying this knowledge to enhance customer success strategies and maintain a competitive edge specifically for our wireless product offerings.
Required Qualifications:
* Bachelor's degree in business, marketing, or a related field (Master's degree preferred).
* Proven experience in a customer success leadership role, within Granite. Strong understanding of existing systems, people and process.
* Knowledge of Granites mobility solutions as well as the wireless telecommunications industry.
* Demonstrated ability to lead and inspire a team, driving high performance and delivering exceptional results.
* Excellent communication and interpersonal skills, with the ability to build rapport and establish strong relationships with clients at various levels of the organization.
* Analytical mindset with the ability to leverage data and metrics to drive decision-making and improve customer success outcomes within the wireless product segment.
* Strong problem-solving skills, with the ability to identify opportunities, overcome obstacles, and deliver innovative solutions specifically for our wireless product division.
* Ability to navigate change thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities.
* Passion for customer success and a genuine desire to help clients achieve their goals specifically within the wireless product division.
If you are a results-oriented leader with a passion for customer success in the wireless mobility sector, specifically within the telecommunications industry, we would love to hear from you. Join our team within the Wireless Product Division and play a key role in driving the success and satisfaction of our valued wireless mobility clients.

Keywords: Granite Telecommunications, Quincy , Senior Manager, Mobility Customer Success, Executive , Quincy, Massachusetts

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