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.
Knowledge of billing processes and systems
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 work load; able to work independently; analytical, organizational skills
Business fluency in English and Dutch is mandatory
Benefits
Why 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 now
No agencies. We do not accept CVs from 3rd parties
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