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Customer Success Coordinator

Company: P97 Networks, Inc.
Location: Houston
Posted on: November 22, 2021

Job Description:

P97 Network Operations Group in our Houston, Texas, headquarters provides 24/7/365 support to our partners and customers globally. This Customer Success Coordinator role has direct responsibility during customer implementations for coordinating NOCs readiness and our ability to coordinate, provision and activate client sites efficiently and on schedule to meet P97 business goals and objectives. For existing customers, the Customer Success Coordinator role will ensure that reported operational issues are addressed and escalated as appropriate and in a timely manner, and that customer updates regarding any issues are communicated clearly and consistently. This role includes a combination of duties which builds on experience with customer service and project management or project coordination, and all activities are in conjunction with the NOCs other responsibilities such as customer relationship management, technical support and customer communications. The focus is on uniform execution of provisioning support, and uniform execution of operational support. The Customer Success Coordinator communicates with clients to establish operational priorities and site activation schedules. Monitors activity during service delivery phase and reports progress to P97 and our clients. Performs analysis, scheduling and implementation oversight from the customers vantagepoint. Engages in customer relations with various levels of customer management. Frequent customer contact is expected to address operational issues, and provisioning task lists and punch list items. Exchanges ideas, information and opinions with the Analysts, PDMs and Operations Management to arrive at decisions, conclusions, solutions, or solve disparities. The development of customer knowledge, in-depth provisioning activities and the production of customer facing how tos guides and internal work instructions to cover our P97 offerings. The Customer Success Coordinator will focus on creating a positive and consistent experience for new customers as they onboard, and for existing customers who are fully operationalized. This position is an exempt position and occasional work responsibilities outside of the 8:00 am to 5:00 pm typical business hours will be required as needed. Key Responsibilities * Responsibilities Include: * Customer liaison within P97 * Supports P97s service response as it pertains to delivery of services * Helps to support P97s responsiveness to customer needs, including communications, notifications, escalations and follow up items * Possesses the analytical ability to synthesize complex information; Collect and research data; generate creative solutions and use the results to designs workflows and procedures while demonstrating attention to detail * Identify and resolves problems in a timely manner; Analyze information skillfully; Develop alternative solutions; Works well in group problem solving situations; Uses reason when dealing with complex problems across organizations even with difficult topics * Balances team and individual responsibilities; Exhibits objectivity and openness to other views; Contributes to building a positive team spirit; Puts success of team above own interests; Supports efforts to succeed * Displays original thinking, creativity and resourcefulness; Generates suggestions for improvement, develops innovative ideas; Presents ideas and information in a manner that gets others' attention * Operational Service Delivery Responsibilities * Support site onboarding of remote locations associated with new site activations, site connectivity troubleshooting and establishing successful connections and transactions by participating in customer meetings, client and engineering planning discussions * Conduct quality checks to ensure proper service monitoring is enabled and being performed. * Adhere and support monitoring of all P97 compliance and security standards * Customer Service Responsibilities * Identify issues that might be impacting P97s customer base or platform, and escalates as appropriate * Conduct incident and problem management response documenting work in trouble tickets in Jira or other ticketing system * Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits feedback to improve service; Meets commitments * Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills. Writes clearly and informatively; Presents data effectively * Periodic Responsibilities Include: * Participation in periodic project review with clients * Participation in operational issues status update meetings with clients Success Factors * Possess strong execution and service delivery skills * Possess strong organizational skills and pay attention to minor and major details * Possess the ability to work efficiently under pressure, tactfully handle stressful and difficult technical situations, and deliver quality results within P97s quality control standards * Meet required service provisioning and activations schedules / deadlines. * Possess strong customer service skills * Possess a strong sense of ownership and responsibility in your work quality towards customer support issues * Prior experience in Agile environment a plus * Prior experience supporting Mobile Application products a plus Minimum Requirements * 5 years prior experience working in a B2B customer service or similar environment supporting payment platforms, PaaS, site systems, networks, or applications * Bachelors degree in IT related field (preferred) or a minimum of 2 years of technical training and/or an Associate degree * 2+ years in project management in an IT, telecom, or related technical/industrial field * Prior operations experience for a technical products or solutions line * Experience with customer services ticketing system such as JIRA, Remedy, or ServiceNow * Experience supporting electronic eCommerce, mCommerce transactions, and the companies that provide these services. Company Background P97 Networks is the leading provider of mobile commerce and digital marketing solutions which power new and emerging daily journeys. When youre looking for fuel, food, parking, charging, or convenience retailour innovative cloud based mobile commerce platform, PetroZone, enables mobile payments, customer loyalty programs, and connectivity with the largest universe of gas stations and convenience stores in the US. We focus on creating connected commerce experiences, whether through your connected car, smart phone, or voice enabled devices like Alexa. We are experts at cloud-based payment and loyalty aggregation, identity and security, digital offers and settlement, omni-channel marketing, and data insights. Every day, we are re-imagining connected consumer experiences and trying to make lifes daily journeys a little bit better for everyone. Convenience, speed, and safety is our missionand these are the expectations for the new generation of buyers, sellers and anyone looking to conduct commerce during their daily drive. P97 is recognized as a thought leader for enabling digital transformation in the convenience retail and fuels marketing industry, and we take hiring very seriously. We further believe the combination of an experienced team, our passion for technology, and our mutual desire to winwill make us successful together. We trust you will find our company and this opportunity equally compelling. This job description provides many examples of the types of responsibilities required but is in not intended to be a comprehensive list. The incumbent will complete other job responsibilities as needed which are not specifically described in this document. P97s employees are recognized as a thought leader by peers, customers, and others in the industry with a respected reputation both internally and externally. If you want to be the newest member of a vibrant group of technology leaders in an innovative and entrepreneurial environment, then apply online today to start building solutions that customers will love to use and join a company that truly rewards your hard work and values your talented contributions. For a complete list of our open positions, please visit our website at www.P97.com and career center at http://p97.com/careers/. P97 rewards your hard work with a competitive compensation plan, comprehensive benefits plan, stock options, 401k with a match, PTO package, a fun working environment, complementary catered lunches twice a week, professional career development program via an education and certification reimbursement program, access to an on-site fitness facility, and amazing opportunities for career growth. P97 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability, or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. Work Authorization No calls or agencies please. P97 Networks, Inc. will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire. Please note, relocation assistance will not be provided for this position. We thank all respondents for their interest in P97. However, only those selected for an interview will be contacted.

Keywords: P97 Networks, Inc., Houston , Customer Success Coordinator, Other , Houston, Texas

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