Customer Success Operations Jobs in Massachusetts

CTI has been a leading audiovisual provider since we began in 1988, and from the beginning our mission has been simple: to provide a fantastic customer experience.

At CTI, our biggest asset is our people, and we know that sometimes the most awesome employees don’t fit the typical mold. If you are hardworking, friendly, and know the importance of fantastic customer service, you could be a good fit at CTI. We have developed a collaborative and lively working environment, where the best and the brightest show up to work each day ready to have fun and employ their passion for and knowledge of technology into everything they do. This creative atmosphere helps us apply and share our skills with our clients, who seek quality, high-end AV and Conference Solutions.

So, what are we looking for?

We are looking for a Cloud Phone Implementation & Customer Success Specialist whose attitude, skills, and work ethic will embody our mission “to provide a fantastic customer experience”. To support our growing telecommunications practice, this post-sale role is responsible for ensuring a seamless customer onboarding experience by coordinating, configuring, and supporting Cloud Phone deployments for business customers.

The ideal candidate combines strong project management, communication, and technical skills with a commitment to delivering exceptional customer service.

What are your responsibilities?

• Configure and customize Cloud Phone environments based on customer requirements.
• Program users, call routing, auto attendants, call queues, business hours, voicemail settings, and other telephony features.
• Validate system functionality and ensure customer solutions are properly configured before deployment.
• Assist customers with best practices and adoption of Zoom Phone services.
• Coordinate telephone number port requests and migrations.
• Collect and validate required documentation from customers.
• Work with carriers and providers to monitor and expedite porting activities.
• Communicate porting status and key milestones throughout the implementation process.
• Provide onsite and remote support for Cloud Phone customers.
• Deliver end-user and administrator training.
• Troubleshoot and resolve telephony-related issues.
• Serve as a trusted advisor during and after implementation.

Will you fit in?

• Our employees fearlessly embrace the company culture, and applicants who merely want to punch in their time cards every day are not what we are looking for.
• You can work independently with minimal guidance, but aren’t afraid to ask the right questions when you need help.
• You have strong verbal and written communication skills, and can be the face of our company to our clients.

Does experience count?

• Experience with Zoom Phone, Zoom Workplace, or other cloud-based telephony platforms.
• Experience coordinating telephone number porting projects.
• Telecommunications, VoIP, UCaaS, or networking experience.
• Previous experience in technical support, implementation, or customer success roles.
• Project management experience or related certifications.
• Education: an associate's degree is preferred, but not required. We take into account your experience/skill level, as well as what you bring to the table as an individual.
• Customer Service Experience: A must! As you can see, our customers are #1, and we need someone who can take care of them and treat them as such.
Attitude and Aptitude: Are key! We need someone who is eager to learn and comes to work ready to tackle any situation.

What’s in it for you?

At CTI, we know our company’s success is directly correlated to the success of our employees. So it’s fitting that we thrive on and encourage employee growth, both professionally and personally.

Our competitive compensation package includes:

• Salary range: $70,000 to $100,000 (DOE)
• Employer-matched medical and dental insurance (available after 60 days of employment)
• Employer-matched 401 (k) up to 3% (after 6 months of employment)
• Bonus eligibility that is based on a results-oriented incentive plan (after 3 months of employment)
• A graduated PTO program, all major holidays off, as well as three “floating” holidays, available upon first day of employment
• Special gifts for significant life events, such as marriage, the birth of a child, and buying a house.
• Cell phone reimbursement plan.
• Life Insurance and Long- and Short-Term Disability: 100% paid by CTI.

CTI is an equal opportunity employer. We do not and shall not discriminate on the basis of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, or military status in any of its activities or operations. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.