.Customer Success Manager - Telecommunications & Technology Location: Lisbon, Lisbon, Portugal Posted date: 10/20/2023 Type: Full-time 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, including service delivery (On-boarding / Project Management) and In-life / Service management during the complete contract life-cycle providing high quality service while exceeding customer expectations. He/She should have Mobile services experience, with strong external customer-facing skills, customer services, and project management. Require a self-starter who is able to operate independently and senior enough to represent 1GLOBAL on different customer-facing situations. What you will do: On-Boarding of new or existing accounts / Project Management Ensure customer requirements align with contract and its execution Align comms, resources and plans with customer counterparts Use Project Management techniques to secure internal resources (PM, billing, device supply, networks, etc.) and so project manage the On-boarding Handover from on-boarding into In-life Business As Usual Life Cycle Journey / In-life management Proactively drive the end to end customer experience and satisfaction as a customer advocate Be the on-going relationship person for the whole account (not only one contract, one project or one product) on all post sales aspects Hold regular Service review meetings proposing service improvement initiatives Be the customer escalation point for small and medium accounts Understand the customer organization, goals and how the customer sees 1GLOBAL Work within 1GLOBAL's business objectives Work with Sales on the technical evaluation of bids and renewals Use 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-life Present Service Delivery & Support models to customers Manage Pilots and Trials Identify potential up selling opportunities in contracts and engage Sales Continuous Service Improvement Developing and implementing Service Improvement Plans (SIP) as needed Managing complex service problems raised by the Customer Being able to make an initial assessment and leveraging available resources from the organization Secure Root Cause Analysis documentation as requested Communicate with professionalism, confidence and honesty with customers and build trust whilst always driving quality and value for 1GLOBAL. Pre-Sales Requirements What you will bring: At least 2 years' experience in Project 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
