Customer Success Operations Manager

Position Description:

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.

Key Responsibilities include:

Customer Readiness and Post-Sale CommunicationOwn the customer readiness process following submission of the sales order, ensuring customers are prepared for scheduled service deliveryReview submitted sales orders to ensure customer information is complete, accurate, and ready for next-step processingServe as the primary post-sale point of contact, ensuring customers are informed, confirmed, and prepared for their scheduled service appointmentFollow 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 neededHelp reduce cancellations, no-contact outcomes, no-shows, and avoidable service issues through effective customer engagementPartner with operational teams to support a smooth handoff of customer-ready orders and maintain workflow continuityIdentify and recommend process improvements within the Sales-to-Service workflowPartner with FP&A to report on key customer readiness, contact outcomes, and post-sale performance metrics GOCare Engagement, SMS and IVR ExecutionManage customer readiness outreach within GOCare for new sales orders following submissionExecute welcome SMS messages to notify customers of upcoming service appointments and next stepsDeliver proactive messaging to set expectations, improve readiness, and reduce communication gapsSend follow-up SMS messages to customers who are non-responsive to appointment notificationsTrigger 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 receivedProvide ongoing reporting for these key areas of responsibility Base Management and GoCare Reach CampaignsExecute approved customer outreach campaigns within GOCare Reach to support customer notifications, upgrade initiatives, and sales effortsPartner with the Base Marketing Manager and Marketing team to deploy campaigns once strategy, messaging, and audience are definedEnsure campaigns are executed accurately and on time within GOCare ReachProvide reporting on campaign execution and performance outcomes Home Security Sales SupportSupport Home Security sales through customer follow-up, readiness confirmation, and scheduling coordinationManage Home Security contracts, ensuring accuracy and timely processingCoordinate installation scheduling and readiness for Home Security ordersManage Home Security equipment orders and fulfillment coordination Wireless & MVNO SupportSupport current wireless sales through inventory ordering and coordinationAssist with phone activations within AT&T Telegence Activation platformProcess wireless disconnects and NPDs until full transition to the MVNO platform is completeProvide transition support as wireless operations move to the MVNO platformSupport reporting for this area as neededQualificationsAssociate or bachelors degree preferred, or equivalent combination of education and relevant work experience5+ years of experience in sales operations, customer service, customer communication, order management, or a related operational support roleExperience supporting post-sale customer communication, order follow-up, scheduling coordination, or service readiness activities preferredStrong written and verbal communication skills with the ability to engage customers professionally and clearly across multiple outreach channelsStrong organizational skills with the ability to manage multiple tasks, follow up consistently, and maintain accurate customer recordsAbility to work cross-functionally with Sales, Marketing, Operations, and other internal teams to support a smooth customer experienceStrong systems knowledge with experience using CRM, customer communication, or workflow management platforms preferred; GOCare experience is a plusStrong analytical and reporting skills with proficiency in Microsoft Office, particularly Excel, Word, and OutlookAbility to serve as the subject matter expert for post-sale readiness, customer communication workflows, and handoff qualityTelecommunications operations expertise strongly preferred

Essential Job Functions:

Essential job functions include, but are not limited to the following:

Help meet and exceed monthly sales to install goals for new Booked SalesDevelop and maintain an in-depth knowledge of Truvistas capabilities and service offerings Develop and maintain trusted relationships with Sales, Operations, and ContractorsPromote 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 processComplete additional duties and projects assigned by managementProvide feedback on findings for opportunities to improve Establish and provide reporting on all key areas of responsibilitiesDeliver on consistent attendance and on-time arrival in the workplace

Knowledge, Skills, and Abilities:

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 ideasCommunications
• 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 contractsTeamwork
• Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeedCustomer Service
• Effectively manages challenging customer situations, solicits customer feedback to improve service, and meets customer commitmentsOrganizational Support
• Follows policies and procedures and completes administrative tasks correctly and on timePlanning and Organizing
• Prioritizes and plans work effectively and uses work time efficientlyComputer Skills Possesses solid operating knowledge and ability in

Microsoft Word, Excel, PowerPoint, and OutlookPhysical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to talk and hear. The employee is frequently required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. FLSA and Employment StatusExempt, Full Time