Job Description
We are seeking a highly experienced individual to join our expanding team as a Director of Customer Success. In this role, you will serve as a strategic customer support point of contact possessing specialized expertise in telecom and porting. The ideal candidate will have over 15 years of experience and expertise in the telecommunications industry with extensive experience effectively troubleshoot issues, navigate complex porting and provisioning scenarios, and deliver a best-in- class customer experience that surpasses industry standards. As the Director of Customer Success, you will play a pivotal and valued role in working with TurningPoint customers and partners to provide exceptional support, ensuring that every interaction leaves a positive impact. You will serve as the voice of the customer within TurningPoint, guiding and collaborating closely with internal support teams to ensure we exceed Customer expectations. You will have a support team that is as passionate and as eager to support our Customers as you are.
In addition to providing top-tier support to our customers, you will serve as an accessible expert with strong carrier relationships able to provide expertise in key areas surrounding local number portability, carrier pre ordering, ordering and activation requirements, industry standards including LSOG, CLOG, WICIS, and International carrier experience (preferred not required). Your deep understanding of these industry standards will be invaluable in helping TurningPoint deliver world class experiences while innovating to exceed customer expectations.
Responsibilities:
About Turning Point Global Solutions (https://www.tpgsi.com)
Turning Point Global Solutions (TurningPoint) is a fast growing system integration, information technology services company that caters to federal, state, and local government and commercial clients. We specialize in full lifecycle system integration and software engineering services involving digital transformation and solution engineering in healthcare IT and telecom business verticals. Our services include software development, software integration, business process outsourcing, and professional services. Founded in 2002, TurningPoint prides itself in a heritage of innovation and strong professional services capabilities, enabling it to provide a full suite of mission-critical solutions in a timely and cost-effective manner. TurningPoint processes are independently appraised at CMMI Maturity Level 5 for Development.
All qualified applicants are considered for employment without discrimination due to race, gender, religion, age, marital status, national origin, disability, sexual orientation, or any other characteristic protected by federal, state, or local law. This policy extends to all aspects of employment with TurningPoint, including, but not limited to, recruitment, hiring decisions, assignment, advancement, compensation, benefits, retention, and termination.
In addition to providing top-tier support to our customers, you will serve as an accessible expert with strong carrier relationships able to provide expertise in key areas surrounding local number portability, carrier pre ordering, ordering and activation requirements, industry standards including LSOG, CLOG, WICIS, and International carrier experience (preferred not required). Your deep understanding of these industry standards will be invaluable in helping TurningPoint deliver world class experiences while innovating to exceed customer expectations.
Responsibilities:
- Develop and nurture strong customer relationships, serving as a trusted partner and primary point of contact for key customers.
- Provide exceptional customer support and advocate cross-functionally on behalf of the customer within Turning Point to ensure client satisfaction and address customer needs and challenges effectively.
- Collaborate with internal teams, based on customer feedback, to identify opportunities for expanding TurningPoints products and services to meet evolving customer requirements.
- Develop and execute strategies to enhance customer success and retention, tailored to individual customer needs and challenges.
- Act as a subject matter expert on local number portability, carrier relationships, and industry guidelines.
- Stay updated on industry trends, regulations, and best practices to inform customer support strategies and initiatives effectively.
- Collaborate with product and technology teams to prioritize and execute on Generative AI initiatives that will deliver innovation, drive continuous improvements in operational efficiencies for our Customers and internal operations.
- Bachelor's degree in relevant field.
- 15+ years of experience in customer success role
- 10+ years of experience in the telecommunications industry handling LNP/number portability.
- Expertise in local number portability processes, has longstanding carrier relationships, and relevant industry experience.
- Excellent communication and problem-solving skills.
- Ability to work independently and prioritize tasks effectively.
- Must exhibit professionalism and a positive attitude, and enjoy working directly with customers and various teams internally
- Proven track record of driving customer success and retention.
- Travel, as needed, to support client meetings and deliverables
About Turning Point Global Solutions (https://www.tpgsi.com)
Turning Point Global Solutions (TurningPoint) is a fast growing system integration, information technology services company that caters to federal, state, and local government and commercial clients. We specialize in full lifecycle system integration and software engineering services involving digital transformation and solution engineering in healthcare IT and telecom business verticals. Our services include software development, software integration, business process outsourcing, and professional services. Founded in 2002, TurningPoint prides itself in a heritage of innovation and strong professional services capabilities, enabling it to provide a full suite of mission-critical solutions in a timely and cost-effective manner. TurningPoint processes are independently appraised at CMMI Maturity Level 5 for Development.
All qualified applicants are considered for employment without discrimination due to race, gender, religion, age, marital status, national origin, disability, sexual orientation, or any other characteristic protected by federal, state, or local law. This policy extends to all aspects of employment with TurningPoint, including, but not limited to, recruitment, hiring decisions, assignment, advancement, compensation, benefits, retention, and termination.