Customer Success Manager (German or English) - Sales & RetentionOperationsLocation: Lisbon, Lisbon, Portugal
Posted date: 12/7/2023
Type: Full-time
Welcome to 1GLOBAL, a dynamic and innovative force in the intersection of telecommunications and technology. Founded by two visionary technology entrepreneurs, Hakan Koç and Pyrros Koussios, 1GLOBAL is a privately owned company with a clear mission to connect the world, seamlessly. With over 100 million dollars in revenue and being both profitable and cash generative, 1GLOBAL has the ability to fund its massive growth without relying on external funding.
As a global specialty telecommunications provider, 1GLOBAL serves financial institutions, enterprises, mobile network operators, and consumers across 42 countries, offering fully regulated voice, data, and SMS services. As pioneers in the eSIM revolution, we've built a complete ecosystem that drives our growth with partners such as Apple, Palo Alto Networks and Google, while attracting customers like Goldman Sachs, JP Morgan, Revolut, Netflix and Tesla.
Join us at 1GLOBAL and be part of that journey of massive growth, while forming the future of the global communication industry!
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 in-life/service management throughout the complete contract life cycle, providing high-quality service while exceeding customer expectations. The successful candidate should have experience in mobile services, strong external customer-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 customer-facing situations.
What you will do: Contract renewal and upsellingOn-Boarding of new or existing accounts / project managementEnsure customer requirements align with contract and its executionAlign communications, resources and plans with customer counterpartsProactively drive the end to end customer experience and satisfaction as a customer advocateBe the on-going relationship person for the whole account (not only one contract, one project or one product) on all post sales aspectsHold regular Service review meetings proposing service improvement initiativesBe the customer escalation point for small and medium accountsUse early warning techniques in the pre-sales phase to detect possible issues with coverage, devices, non-standard features, which may lead to problems during contract in-lifeManage Pilots and TrialsContinuous Service Improvement Developing and implementing Service Improvement Plans (SIP) as neededManaging complex service problems raised by the CustomerBeing able to make an initial assessment and leveraging available resources from the organisationSecure Root Cause Analysis documentation as requestedCommunicate with professionalism, confidence and honesty with customers and build trust whilst always driving quality and value for 1GLOBAL.Requirements What you will bring: At least 2 years' experience in Account Management and/or Service Management in a Service delivery roleMobile Telecommunications knowledge 3G/LTE, Services, products, etc.Excellent communicator; able to build excellent rapport with customersAbility to understand customer requirements; ability to set/manage customer expectations and deliver on themHigh attention to detail; ability to manage a busy workload; able to work independently; analytical, organisational skillsBusiness fluency in German & English is mandatoryWhy 1GLOBAL? Growth Opportunities: Advance your career in one of the fastest growing telecommunications companies, expanding over 40% year-on-year under the leadership of successful tech entrepreneurs.Major Transaction Exposure: Be in the driver's seat for transactions that will have an impact on the future telco industry.Work with a Talented Team: From the Board and the Founders to the Senior Management Team, you will collaborate daily with the most capable and renowned external advisors, and constantly being exposed to talented and driven individuals.Dynamic Work Environment: Thrive in a collaborative, fast-paced workplace where innovation is encouraged, and every contribution counts.Professional Development: Work alongside industry experts to enhance your skills and knowledge in a cutting-edge field.International Experience: Gain opportunities to work in different 1GLOBAL offices around the world as you grow within the company.Open Communication Culture: Join a team where your ideas are heard, and open dialogue is encouraged, fostering a supportive and transparent work environment.Get Things Done Attitude: Be part of a results-driven team that values efficiency, creativity, and the drive to make a tangible impact in the industry.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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