Customer Success Coordinator

Customer Success Coordinator (First Nations and Commercial Accounts)

It’s an exciting time to be a part of the RFNOW team as we build out fibre networks to deliver high speed internet connectivity and telecommunications services to customers in rural Manitoba and Saskatchewan. RFNOW Inc. is a dynamic and growing telecommunications company providing fiber optic high-speed internet, voice and data services to residential, commercial and First Nations communities. If you excel in a high-energy and high-performance culture where opportunities to learn, innovate and serve customers with excellence happen every day, then we want to talk to you!

RFNOW Inc. is seeking an organized, detail-oriented, and customer-focused Customer Success Coordinator ( First Nations and Commercial Accounts). This role will support the sales team in the acquisition of new clients by managing sales administration processes, coordinating customer engagements and ensuring the seamless delivery of telecommunications services to commercial customers including First Nations communities and other valued clients.

This role is for someone who enjoys managing timelines and coordinating with others, works well with different teams, can problem-solve and has a keen eye for detail. You will play an important and active role in the coordination of our sales and construction teams with commercial accounts, and especially on First Nation community builds, as well as work within our CRM and billing systems, with Excel spreadsheets, Google Earth, and other software applications. From time to time, you may be assigned special projects and will support the sales team at community events, tradeshows, and conferences.

General Responsibilities:

• Sales Administration: Collaborate with the sales team to support the administration of commercial and First Nation customer sales processes. Maintaining accurate customer information in the CRM system, tracking sales leads and generating sales reports to analyze performance, etc.
• Sales Project Administration: Assist in special projects and sales campaigns targeting commercial and First Nations customers. Specifically, serve as the contract administrator for First Nations, ensuring accurate data entry into our CRM system and master funnel and the efficient and timely delivery of this information to our design and construction teams. Track and monitor project deliverables and deadlines to ensure customer commitments are met.
• Vendor Results Reporting and Reconciliation: Tracking, reporting and reconciliation of First Nations external vendor sales for calculation of commissions and timely payment of such.
• Sales Proposal Preparation: Assist the sales team in the preparation of sales proposals, contracts, and service agreements.
• Sales Reporting and KPIs: Develop and distribute daily, week, and monthly sales reports to track sales performance and customer activity.
• Internal Department Coordination with Sales: Act as a liaison between the customer and internal departments (i.e. billing, support, technical) to address client inquiries, troubleshoot
• issues, and coordinate with internal technical and support teams to resolve customers’ service requests. Coordinate the communication of installation schedules and service activation timelines with internal teams and customers to ensure the customer remains informed and expectations are met.
• Customer Support: Respond to customer inquiries and assign new leads and opportunities to the appropriate channel/sales rep.
• Community Events: Work closely with the marketing team to book and staff community events targeting commercial and First Nations accounts and ensure promotional materials are ready and in place. Where requested, there may be occasional requirements to attend such community events to help with set up and operation.
• Process Documentation: Develop and maintain up-to-date commercial sales process documentation and mapping.
• Miscellaneous: Other duties and responsibilities as assigned.

Qualifications & Experience:

• Post-secondary education in Business Administration, Project Management, or a related field preferred.
• 3+ years of experience in a sales coordination, sales administration or customer service role, preferably within the telecommunications or technology sector.
• Experience working with First Nations communities is considered an asset.
• Proficiency with CRM Software (ie Salesforce, Pipedrive, Hubspot) and sales tracking tools; the Microsoft Office Suite (Excel, Word, and Outlook) and proven experience in building and developing excel spreadsheets is needed.
• Excellent organization skills and attention to detail.
• Strong written and verbal communication skills.
• Demonstrated ability to manage competing priorities and deadline, achieve goals and effectively communicate complex ideas in a fast-paced environment.
• Strong customer service orientation, with the ability to address client concerns and provide solutions in a timely manner.
• Problem-solving skills and the ability to work independently or as part of a team.
• Must be “self-propelled” and demonstrate initiative and accountability.
• Require valid driver’s license.

Job Details:

• Reports To: Manager Sales Operations and works directly with Sales Director, Public Sector (SK) and Indigenous Partnerships
• Location: Remote/Hybrid – from home and occasionally in company office.
• Familiarity with Manitoba and Saskatchewan markets and geography is beneficial.
• Full time: hours of work will typically fall between 8:00am to 5:00pm CST, Monday to Friday with occasional evening or weekend work required.

RFNow Inc. offers a competitive salary and benefits package, opportunities for professional growth and career advancement, a collaborative and supportive work environment, and the chance to make a positive impact in connecting communities and businesses.

If interested, please forward your resume and cover letter detailing your interest and qualifications to [email protected] .

RFNOW Inc. is an equal opportunity employer. We welcome applications from people from all backgrounds and capabilities. Applicants are welcome request necessary accommodations throughout our employment process.

About RFNOW Inc.

RFNOW Inc. is a successful, dynamic organization with opportunities to grow and specialize in a number of areas within the field of technology and construction including broadband wireless communication, fibre optics, network architecture/maintenance, directional drilling, cable plowing, line locating, tower building, residential and commercial service connections, and heavy equipment operation and maintenance. Learn more at www.rfnow.com