.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 ( 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
