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Customer Success Representative
Location
Missouri + 1 moreAll locations: Missouri | Texas
Posted
5 days ago
Salary
0
Seniority
Senior
Job Description
Customer Success Representative
SBA Communications
• Ensure a seamless transition and setup for services or products related to Managed WiFi, Distributed Antenna Systems (DAS), and/or Fiber deployment • Coordinate onboarding activities with property owner, SBA construction teams, and Internet Service Provider (ISP) partners • Develop and maintain onboarding documentation, timelines, and status reports to ensure clarity and accountability • Build and sustain strong relationships with key stakeholders, partners, and customers to drive continued collaboration and satisfaction • Serve as the primary point of contact and escalation for assigned customer accounts • Advocate for customers internally by escalating tickets and providing oversight of ISP partner performance • Conduct regular business reviews and proactive check-ins to assess satisfaction and identify growth opportunities • Oversee customer agreements to ensure ongoing compliance with contractual terms and conditions • Process customer-requested change orders accurately and in a timely manner • Assist with Accounts Receivable (AR) collection escalation as needed to support finance operations • Facilitate internal and external meetings to ensure customers are consistently updated on deployment progress • Maintain project trackers and status reports to monitor milestones, timelines, and deliverables • Identify and communicate risks or delays proactively to all relevant stakeholders • Assist in both direct and indirect sales efforts by leveraging strategic partnerships and aligning them with business objectives • Ensure customer information is accurate, current, and complete within the CRM platform • Support the sales team in identifying upsell and cross-sell opportunities within existing accounts
Job Requirements
- 3–5 years of experience in customer success, account management, or client services
- 3–5 years of experience in the telecommunications industry, with specific exposure to Multi-Family segment is preferred
- Excellent verbal and written communication skills with the ability to engage effectively at all levels
- Strong interpersonal skills and demonstrated ability to build lasting professional relationships
- Proven problem-solving and conflict resolution abilities in fast-paced, customer-facing environments
- Proficient in CRM software (e.g., Microsoft- Dynamics 365 or equivalent platforms)
- High attention to detail with consistent follow-through on commitments and deliverables
- Ability to manage multiple accounts and projects simultaneously with strong organizational skills
- Bachelor’s degree in Business, Finance, or Marketing or relevant experience
- Familiarity with ISP partnership management and SLA oversight
- Exposure to Accounts Receivable processes and basic financial reporting
Benefits
- Plan for your future with our Global Ownership Program (Annual RSU awards for eligible employees)
- 401K with a generous company match
- Employee Stock Purchase Plan offering company stock at a discount
- Access to a dedicated Health Concierge service
- Generous Paid Time Off (PTO) package
- Paid holidays
- Paid volunteer hours
- Tuition reimbursement
- Support for professional certifications
- Wellness reimbursement program
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