Customer Success Operations Manager

TruVista Communications Inc• Chester, SC, US, SC

1d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

Associate or bachelor’s degree preferred, or equivalent combination of education and relevant work experience
Experience supporting post-sale customer communication, order follow-up, scheduling coordination, or service readiness activities preferred
Strong systems knowledge with experience using CRM, customer communication, or workflow management platforms preferred; GOCare experience is a plus
Telecommunications operations expertise strongly preferred

Responsibilities

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
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
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
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
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
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