Cloud Phone Implementation & Customer Success Specialist

About the role

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.

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.

Requirements

• 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.
• Customer Service Experience: A must! Our customers are #1, and we need someone who can take care of them.
• Attitude and Aptitude: Eager to learn and comes to work ready to tackle any situation.

Qualifications

• 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.

Benefits

• 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 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.