.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
