Senior Customer Success Manager - escalation handling (Providence, RI)

Summit Clear Telecom provides broadband and phone service around Providence. We are hiring a Senior Customer Success Manager to take on escalation handling. You would join a small organisation of about 114 people based in Providence. What you will do • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on field visits issues. • Record feedback and help shape what we improve next. • Check in regularly, listen for problems and fix them quickly. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Excellent communication and follow-through. • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. Nice to have • Experience with outage reports. • Ability to explain technical topics simply. Working arrangement • Contract for six months, with the possibility of becoming permanent. • On site in Providence. • We will tell you what to expect at each step of the hiring process.