Business Success Specialist (Internal Only)

GTA•Tamuning, GU

22h

About The Position

The Business Success Specialist supports business customers and internal teams by managing requests, coordinating services, and helping ensure smooth execution throughout the customer lifecycle. The role serves as a central point of contact for customers and a liaison among Sales, Operations, Engineering, Service Delivery, and Technical teams. It supports Account Managers and Customer Success Managers with customer service, order coordination, account engagement, renewals, and revenue continuity. The position also maintains accurate records, contributes to process improvements, and performs administrative and operational duties in support of Business Success objectives. The successful candidate is proactive, organized, customer-centric, and able to manage multiple priorities in a fast-paced environment. They should build strong customer relationships, stay current on products and services, and demonstrate accountability, critical thinking, technical curiosity, and a commitment to learning. A high school diploma or equivalent is required; an associate’s degree or related field is preferred. The role requires at least 1–2 years of relevant experience, CRM experience, strong customer service and communication skills, and proficiency with Microsoft Office. Occasional night or weekend work may be needed to meet business needs.

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.
Flexibility to occasionally work nights or weekends to meet business needs.
Working knowledge of telecom network offerings such as Ethernet, TDM, DSL, and wireless access providers.
Ability to manage multiple projects and adapt priorities in a fast-paced, changing environment.
Critical-thinking and problem-solving skills, including assessing issues, proposing solutions, and evaluating whether solutions are viable.
Commitment to increasing technical and industry knowledge through product learning, research, and ongoing development.

Nice To Haves

Associate’s degree or degree in a related field.
Experience supporting customer success, sales processes, or technical product offerings.

Responsibilities

Serve as the primary front-door contact for business customers through 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 teams.
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 for 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’s culture and mission to employees, vendors, clients, and business partners.
Stay current on company products and services and develop knowledge of customers’ current and future technology needs.
Follow company policies and procedures and complete administrative tasks thoroughly, accurately, and promptly.