Customer Experience & Engagement Specialist

Company Overview

Granite Technology Solutions

NOW HIRING! – Customer Experience & Engagement Specialist

Join a company that cares about its people!

Granite Technology Solutions is a Montana based company with locations in Bozeman, Missoula, Kalispell, and Helena. Founded in 2000, we employ forty plus individuals and have an established customer base of approximately 1200 businesses. We are a customer service oriented, full-service technology company focusing on information technology systems and networks, low-voltage structured cabling and fiber optics, phone systems, surveillance camera systems, and door access systems. We are looking for a Computer Systems Administrator to help our company grow and better serve our customers.

If you enjoy a customer focused, productive, busy, and tech-oriented work environment, then we are the company for you.

Purpose

The Customer Experience & Engagement Specialist is a key support role bridging Sales, Technical Account Management (TAM), Marketing, and internal operations. This position plays a critical role in delivering an exceptional end-to-end customer experience through proactive outreach, coordination, documentation, and follow-through.

This role supports all Granite customers across IT, Voice, Carrier Services, and select cabling services. The Specialist serves as a relationship-builder and connector—helping customers understand Granite’s services, adopt best practices, identify needs, and connect those needs to Granite solutions.

Internally, this role supports Sales and TAM teams with reporting, QBR preparation, quotes, renewals, CRM accuracy, and customer communications, while also providing light office management support for the Bozeman office.

This position requires excellent communication skills, strong organization and follow-through, comfort with technology (including AI-enabled tools), and a genuine desire to help customers and teammates succeed.

Primary Responsibilities

Customer Engagement & Experience

• Serve as a friendly, knowledgeable first point of contact for customers needing assistance with phones, IT services, or account questions.
• Conduct outbound customer calls to check in, gather feedback, share new features, and build strong relationships.
• Outbound Calling for the purpose of cross-selling, educating clients on Granite portfolio of products and services, and being able to connect the dots with a client when they have a pain point to a product or service from Granite.
• Guide customers through the use of customer portals, including training sessions and follow-up.
• Assist with coordinating service appointments, product demos, and customer meetings.
• Maintain a high level of customer satisfaction and represent the Granite brand with professionalism and empathy.
• Proactively call customers to inform them of new features, updates, and enhancements in our phone systems or IT service offerings.
• Document and track customer interest, adoption needs, and follow-up requirements.
• Provide 1:1 customer training (virtual or in-person) on:
• Customer portals
• VoIP systems
• Ticketing or communication tools
• Basic IT or service workflows (as appropriate)

Cross-Selling & Lead Generation

• Identify opportunities for additional Granite services based on customer conversations.
• Educate customers on Granite’s full portfolio of IT, Voice, and related services.
• Connect customer pain points to relevant Granite solutions and route qualified leads to Sales or TAMs.
• Support outbound calling initiatives focused on education, adoption, and relationship-building.

Sales & TAM Support

• Support all TAMs and the Sales Team, while being physically based in the Bozeman office.
• Prepare quotes, renewals, and proposals using HubSpot and internal tools.
• Maintain accurate CRM data, including contacts, companies, lifecycle stages, deals, notes, and activities.
• Run and distribute reports for Sales and TAM teams (pipeline, renewals, customer KPIs, adoption metrics).
• Assist with customer onboarding tasks, including scheduling, documentation, and welcome communications.
• Coordinate logistics and communication between customers, Sales, TAMs, Projects, Services, and Finance.
• Organize follow-up tasks, reminders, and internal notes to support efficient account workflows.
• Prepare QBR slide decks and supporting materials.

Marketing & Event Support

• Support customer-facing communication and outreach efforts coordinated by the Marketing Manager.
• Assist with updating customer lists, segments, and contact records in HubSpot.
• Help gather customer feedback, testimonials, and survey responses.
• Support coordination of customer-facing events, including:
• Webinars and training sessions
• Customer appreciation events
• In-person or vendor-supported events
• Collect metrics and feedback related to outreach and engagement initiatives.

Office & Administrative Support (Bozeman Office)

• Assist with general office management, including:
• Ordering and maintaining office and breakroom supplies
• Coordinating with landlord, cleaning crews, and vendors
• Supporting general office upkeep and organization
• Provide administrative support to internal team members as needed.
• Assist with customer visits, pickups, drop-offs, and in-office coordination.

Qualifications

• 1–3 years of experience in customer service, customer relations, sales support, or administrative roles (technical or service-based environments preferred).
• Strong verbal and written communication skills; professional, friendly, and confident on the phone.
• Ability to multitask, prioritize, and consistently follow through in a fast-paced environment.
• Comfort learning, using, and explaining technology and customer-facing tools.
• Experience with HubSpot, ConnectWise, CRM systems, Microsoft 365, and AI-enabled tools preferred.
• High attention to detail, organization, and customer experience.

Core Competencies

• Customer Service Excellence
• Communication & Relationship Building
• Adaptability & Multitasking
• Organization & Follow-Through
• CRM & Reporting Skills
• Team Collaboration
• Problem Solving & Resourcefulness

Job Type: Full-time

Pay: $21.00 - $27.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Experience:

• Customer service: 3 years (Required)
• Marketing: 1 year (Required)

Location:

• Bozeman, MT 59715 (Required)

Work Location: In person