Manager of Customer Success

*MUST RELOCATE TO USVI

About the Company: Viya is the largest telecommunications provider located in the U.S. Virgin Islands (USVI), providing a full suite of telecommunications and entertainment services. Viya’s family of services, for both the business and residential markets, include wireline and wireless voice service, fixed and mobile broadband and cable television service offered over a hybrid fiber-coaxial wireline network and a state-of-the-art 4G LTE wireless network serving St. Croix, St. Thomas, and St. John. Viya is part of ATN International (ATN) is a publicly traded telecommunications company headquartered in Beverly, Massachusetts. It operates digital wireless, wireline, and both terrestrial and submarine fiber optic networks, serving markets that are geographically separated and technically challenging, such as the plains, deserts, and mountainous areas of the United States. Viya, formerly innovative, has been part of the USVI culture for over 60 years as the Company morphed into more than a provider of service by offering solutions for residential and business customers. Viya delivers exceptional benefits to their customers, including multi- service bundle discounts; custom solutions for many of their business and government clients; convenient, one stop customer service through their integrated billing and service centers.

General Purpose and Scope

At Viya, the largest telecommunications provider in the U.S. Virgin Islands, we are committed to delivering exceptional connectivity and entertainment experiences to our customers. With technology playing a crucial role in today's fast-paced world, we strive to provide the best technology and a total service experience. Our team, united by a shared commitment to serving each other and our customers, ensures that every interaction is extraordinary. We are currently seeking a visionary Director of Customer Success to join our dynamic team. In this role, you will lead our customer success team, driving our mission to connect our customers to the moments that matter. By combining a customer-centric approach with business objectives, you will create a seamless process that enhances customer experiences and delivers the best connectivity and entertainment in the Virgin Islands. We are looking for a strategic leader who understands the importance of exceptional service and has a passion for delivering value to customers in the telecommunications industry.

Duties and Responsibilities (include but not limited to)

• Leading the customer success team, building the department for scalability and sustained growth, and optimizing people, processes, and strategies with a customer-first approach.
• Adding value to customer relationships by actively participating in client discussions or implementing proven approaches within the team, aligning with customer goals.
• Creating an optimized and data-led model of the customer journey, ensuring internal stakeholders are aligned, and working with CS Ops specialists to maintain accurate customer data.
• Determining relevant metrics, health scores, and KPIs for each account, the team, and the business, tracking these metrics, and providing oversight.
• Increasing product adoption, customer loyalty, retention, and satisfaction, implementing churn reduction tactics.
• Collaborating with sales and marketing to optimize upsell and cross-sell strategies, driving ROI.
• Managing relationships across the entire customer success team, supporting others in maintaining and improving customer relationships.
• Oversee the Customer Experience call center outsourced function to ensure alignment with our mission

Required Qualifications:

• Minimum 8 years of experience as a Customer Success Manager, leading a team and achieving revenue goals.
• Minimum 4 years of experience as a Customer Success Manager
• Excellent communication skills to engage in C-level customer conversations and drive mutual business outcomes.
• Business development knowledge and experience in growing a business.
• Strong analytical and goal-oriented mindset with expertise in project management.
• Advanced business acumen, ability to create strategies, and implement data-driven reports.
• Proficiency in IT&C and willingness to learn new software tools.

Preferred Qualifications:

• Telecommunication experience preferred.

Company Benefits: Viya is proud to offer a comprehensive suite of benefits to all regular full-time positions (hourly & salaried) in order to promote health and financial security for you and your family. Benefits include health, vision, dental, HSA/FSA, life and AD&D, short/long term disability coverage, emergency travel assistance, and 401k. All employees also get access to the Employee Assistance Program (EAP), which includes services such as 100% confidential counseling, financial information/resources, legal support, and general wellness issues

Equal Opportunity Employer/Veterans/Disabled

Applicants must be authorized to work for any employer in the US. ATN and its subsidiary companies are unable to sponsor or take over sponsorship of employment Visa at this time.