About Company
Alaska Communications is the leading provider of advanced broadband and managed IT solutions for businesses and consumers in Alaska. For over a century, we have been dedicated to connecting Alaskans to the world and to each other, empowering communities with reliable, high-speed internet, secure voice services, and innovative technology solutions. Our mission is to foster economic growth and improve quality of life through exceptional connectivity. We pride ourselves on a culture of innovation, customer-centricity, and deep commitment to the communities we serve. As a vital part of Alaska’s infrastructure, we are constantly evolving to meet the demands of a connected world, ensuring our customers have the tools they need to succeed in an ever-changing digital landscape.
Job Description
Are you passionate about building lasting relationships and driving customer value? Alaska Communications is seeking a highly motivated and customer-focused individual to join our team as a Remote Customer Success Officer. In this crucial role, you will be the primary advocate for a portfolio of our most valued business clients, ensuring their successful adoption, maximum utilization, and continued satisfaction with our suite of advanced telecommunications and managed IT services. You’ll work proactively to understand client needs, anticipate challenges before they arise, and present tailored solutions that not only resolve issues but also align with their strategic business goals, fostering long-term partnerships built on trust and mutual success. This isn’t just about reactive problem-solving; it’s about being a proactive strategic partner, identifying opportunities for growth within existing accounts, and celebrating our clients’ achievements as they leverage our technology to thrive. If you possess exceptional communication skills, are driven by a desire to help businesses flourish through innovative technology solutions, and thrive in a dynamic remote work environment, we strongly encourage you to apply. You will play a pivotal role in enhancing customer retention, driving product adoption, identifying upselling and cross-selling opportunities, and ultimately contributing to the overall success of both our customers and Alaska Communications, all while working from the comfort and convenience of your home.
Key Responsibilities
- Manage a dedicated portfolio of key business clients, serving as their primary point of contact and trusted advisor.
- Proactively engage with clients to deeply understand their business objectives, operational challenges, and technological needs.
- Conduct regular check-ins, performance reviews, and strategic business reviews to ensure ongoing customer satisfaction and identify areas for service enhancement.
- Facilitate the successful onboarding of new clients, ensuring smooth integration of services and rapid initial value realization.
- Monitor customer health, usage patterns, and engagement levels, proactively addressing potential issues and escalating complex cases to relevant internal teams as needed.
- Identify and cultivate opportunities for account expansion through upselling and cross-selling additional services and solutions.
- Collaborate cross-functionally with sales, technical support, engineering, and product teams to resolve client issues efficiently and enhance overall service delivery.
- Gather valuable client feedback and insights, acting as the 'voice of the customer' to inform product development and service improvements.
- Develop and deliver tailored solutions, training, and best practices to help clients maximize their investment in our services.
- Contribute to the continuous improvement and development of customer success strategies and operational best practices.
Required Skills
- 3+ years of progressive experience in Customer Success, Account Management, or a client-facing consultative role, preferably within the telecommunications or technology sector.
- Proven ability to build and maintain strong, empathetic, and long-lasting client relationships at various organizational levels.
- Exceptional verbal and written communication skills, with the ability to articulate complex technical and business information clearly and concisely.
- Strong analytical and problem-solving abilities, coupled with a proactive and results-oriented approach to addressing client needs.
- Proficiency with CRM software (e.g., Salesforce, HubSpot) and customer success platforms for managing client interactions and data.
- Self-motivated, highly organized, and capable of effectively managing multiple priorities and projects in a remote work environment.
- A deep foundational understanding of telecommunications services, managed IT solutions, cloud services, or related business technology.
- Empathetic and client-focused mindset with an unwavering dedication to achieving high levels of customer satisfaction and success.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Communications, Marketing, Information Technology, or a related field.
- Experience working specifically with enterprise or B2B clients in a managed services or SaaS environment.
- Familiarity with project management methodologies and tools.
- Relevant professional certifications in customer success, project management, or industry-specific technologies.
- Proven track record of driving customer retention, increasing customer lifetime value, and identifying growth opportunities within existing accounts.
Perks & Benefits
- Competitive annual salary and attractive performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans for employees and their families.
- Robust 401(k) retirement savings plan with generous company matching contributions.
- Generous paid time off (PTO) policy and paid holidays.
- Flexible remote work environment designed to support work-life balance.
- Home office stipend and essential technology support to ensure a productive remote setup.
- Significant opportunities for professional development, ongoing training, and clear career growth pathways.
- A supportive, collaborative, and inclusive company culture that values innovation and individual contributions.
- Employee assistance program for personal and professional well-being.
How to Apply
If you are ready to make a significant impact and grow your career with a leading Alaskan company, we encourage you to apply! Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your qualifications and learning how your expertise can contribute to the success of Alaska Communications and our valued customers.