Business Success Specialist (Internal Only)

GTA•Tamuning, GU

About The Position

The Business Success Specialist supports Account Managers, Customer Success Managers, business customers, and internal teams across the customer lifecycle. The role serves as a central point of contact for customer requests, service coordination, and operational execution, helping deliver timely solutions and keep customers informed. It works closely with Sales, Operations, Engineering, Service Delivery, Finance, and Technical teams to support customer adoption, retention, satisfaction, and revenue continuity. The position also contributes to process improvement, knowledge sharing, and administrative and operational support for Business Success objectives.

Requirements

High school diploma or equivalent required.
Minimum of 1–2 years of experience in customer service, sales support, customer success, or administrative operations.
Experience using CRM or client-management tools.
Strong face-to-face and professional customer-service skills.
Aptitude for learning sales processes, technical concepts, and product offerings.
Ability to build and maintain strong relationships across all levels of client organizations.
Ability to work in a fast-paced, self-directed environment.
Proficiency in Microsoft Office applications, including Excel, Word, and Outlook, and ability to learn new systems quickly.
Ability to prioritize tasks effectively and demonstrate a strong sense of urgency.
Ability to manage multiple projects and adapt to a changing environment.
Working knowledge of telecom network offerings such as Ethernet, TDM, DSL, and wireless access providers.
Flexibility to occasionally work nights or weekends to meet business needs.

Nice To Haves

Associate’s degree or degree in a related field preferred.

Responsibilities

Serve as the primary front-door contact for business customers via walk-in, phone, and email; triage, document, and route requests to Sales, Technical, or Operations teams.
Manage customer intake, order-entry support, and technical clarification during pre- and post-order phases.
Assemble, review, and validate order packages for accuracy, completeness, and compliance before submission to Engineering and Operations.
Coordinate customer kick-offs and align Sales, Operations, Engineering, and Service Delivery.
Track active orders through fulfillment and serve as the primary escalation point for order progress, service issues, and trouble tickets across business segments.
Coordinate mobile service activations and provide customers with installation, fulfillment, and service-status updates.
Conduct customer welcome outreach, first-bill reviews, periodic account check-ins, and anniversary or campaign touchpoints to support adoption, retention, and satisfaction.
Support inside sales activities for lower-revenue accounts and partner with Account Managers and Customer Success Managers on renewals, service adjustments, and revenue continuity.
Act as a cross-functional liaison to support projects, pre-sales engineering coordination, and timely execution of customer solutions.
Maintain accurate customer, order, and service records in CRM and order-management systems, including Salesforce and OSS/BSS.
Identify process-improvement opportunities, contribute to knowledge sharing and cross-training, and support continuous-improvement initiatives.
Perform administrative and operational duties in support of Business Success objectives.
Promote the company culture and mission to employees, vendors, clients, and business partners.
Stay current on company products and services and maintain working knowledge of telecom network offerings such as Ethernet, TDM, DSL, and wireless access providers.
Build customer relationships, identify customer needs, assess issues, and develop and evaluate solutions.
Follow company policies and procedures in accordance with contracts, agreements, and company goals; complete administrative tasks accurately and promptly.
Continue developing technical, product, and industry knowledge.