Customer Success Manager - Telecommunications & TechnologyLocation: Lisbon, Lisbon, PortugalPosted date: 10/20/2023Type: Full-timeThe RoleThis 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 ManagementEnsure customer requirements align with contract and its executionAlign comms, resources and plans with customer counterpartsUse Project Management techniques to secure internal resources (PM, billing, device supply, networks, etc.) and so project manage the On-boardingHandover from on-boarding into In-life Business As Usual Life Cycle Journey / In-life managementProactively 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 accountsUnderstand the customer organization, goals and how the customer sees 1GLOBALWork within 1GLOBAL's business objectivesWork with Sales on the technical evaluation of bids and renewalsUse 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-lifePresent Service Delivery & Support models to customersManage Pilots and TrialsIdentify potential up selling opportunities in contracts and engage SalesContinuous 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 organizationSecure Root Cause Analysis documentation as requestedCommunicate with professionalism, confidence and honesty with customers and build trust whilst always driving quality and value for 1GLOBAL.Pre-SalesRequirementsWhat you will bring:At least 2 years' experience in Project Management and/or Service Management in a Service delivery roleMobile Telecommunications knowledge 3G/LTE, Services, products, etc.Mobile devices knowledge, IOS, Android, Blackberry, etc.Knowledge of billing processes and systemsExcellent 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 work load; able to work independently; analytical, organizational skillsBusiness fluency in English and Dutch is mandatoryBenefitsWhy 1GLOBAL?Pioneering Innovation: At 1Global, we're not just keeping up with industry trends, we're setting them. You'll be at the forefront of cutting-edge technology and telecommunications solutions.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, woven together for a common purpose. Your unique viewpoint is not only respected but cherished.Professional Growth: We're committed to helping our team members grow and develop. You'll have access to ongoing mentorship and opportunities for advancement.Exciting Challenges: Our industry is dynamic and ever-evolving. You'll face new and exciting challenges that will keep you engaged and motivated.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 to ensure our team members are well taken care of.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.Apply nowNo agencies. We do not accept CVs from 3rd parties
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