Customer Success Manager (German Or English) - Retention & Sales Lisboa Job Description:
1GLOBAL - Seamless Connectivity, eSIM and IoT Solutions. Connect your people and devices instantly, anywhere with our connectivity solutions. Manage mobile devices and numbers globally for banks, enterprises & IoT.
1GLOBAL (https://www.1global.com/) isn't just another tech company - it's a powerhouse in the world of telecommunications. With a network spanning 15 offices across 12 countries, we're the choice for the globe's biggest enterprises and B2B2C customers. From edge eSIM solutions to reliable physical SIM cards, seamless data roaming, and innovative voice and SMS recording services, we're at the forefront of it all.
The Role
This is a Customer Success Manager role in the mobile service provider industry, responsible for the operational customer experience of small and medium accounts. This includes service delivery (on-boarding/project management) and life/service management throughout the complete contract life cycle, providing quality service while exceeding customer expectations. The successful candidate should have experience in mobile services, strong external-facing skills, customer service, and project management. They should be a self-starter who can operate independently and be senior enough to represent 1GLOBAL in various facing situations.
What you will do:
Contract renewal and upselling
On-Boarding of new or existing accounts / project management
Ensure customer requirements align with contract and its execution
Align communications, resources and plans with customer counterparts
Proactively drive the end to end customer experience and satisfaction as a customer advocate
Be the go-to relationship person for the whole account on all post-sales aspects
Hold regular Service review meetings proposing service improvement initiatives
Be the customer escalation point for small and medium accounts
Use early warning techniques in the sales phase to detect possible issues
Manage Pilots and Trials
Continuous Service Improvement Developing and implementing Service Improvement Plans (SIP) as needed
Managing complex service problems raised by the Customer
Secure Root Cause Analysis documentation as requested
Communicate with professionalism, confidence and honesty with customers
Requirements
What you will bring:
At least 2 years' experience in Account Management and/or Service Management in a Service delivery role
Mobile Telecommunications knowledge 3G/LTE, Services, products, etc.
Mobile devices knowledge, IOS, Android, Blackberry, etc.
Excellent communicator; able to build excellent rapport with customers
Ability to understand customer requirements; ability to set/manage customer expectations and deliver on them
High attention to detail; ability to manage a busy workload; able to work independently; analytical, organisational skills
Business fluency in German & English is mandatory
Benefits
Why 1GLOBAL?
Pioneering Innovation: At 1Global, we're not just keeping up with industry trends, we're setting them.
Global Impact: With offices in 12 countries and services reaching worldwide, your work has the potential to make a truly global impact.
Diverse and Inclusive Culture: We're not just a team; we're a tapestry of diverse perspectives and backgrounds.
Professional Growth: We're committed to helping our team members grow and develop.
Exciting Challenges: Our industry is dynamic and evolving.
A Growing Brand: With our rapid growth, you'll be part of a company that's not just succeeding, but thriving.
Great Benefits: We offer competitive compensation packages, comprehensive health insurances, and other perks.
1GLOBAL is an equal opportunity employer, we value your character as much as your talent. Diversity drives our innovation and we offer a collaborative, dynamic, and international work environment. We are excited for you to join our mission to revolutionise connectivity globally.
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