Global Technical Service Manager
3 semanas atrás
**Company Overview:**
At Truphone, we're a powerhouse in the world of telecommunications. Our network spans 15 offices across 12 countries, making us the go-to choice for the globe's biggest enterprises and B2B2C customers. We offer cutting-edge eSIM solutions, reliable physical SIM cards, seamless data roaming, and innovative voice and SMS recording services.
Our recent venture, BetterRoaming, is your ticket to hassle-free and budget-friendly international roaming. As the price leader in over 70 countries and counting, our growth is nothing short of meteoric.
**The Role:**
We're seeking a talented customer-facing Global Technical Service Manager to join our Implementations Service Team. Your mission will be to provide outstanding customer service by developing excellent customer relationships, setting satisfaction goals, and promoting high-quality standards and continuous improvement.
**Key Responsibilities:**
- Plan and lead customer onboarding from start to finish.
- Support and assist customers in troubleshooting service and product issues.
- Maintain a relationship with technical customer counterparts.
- Manage internal stakeholders, prioritize, and unblock tasks affecting customer activities.
- Define and assess project risks, both technical and non-technical in nature, and deploy mitigation plans.
- Work closely with Technology, Product, and Business Development teams to understand business requirements and ensure changes align with existing feature sets, gaps, and limitations.
- Responsible for technical, audit, and process documentation updates and compliance.
**Requirements:**
- Demonstrated track record in improving operational performance and managing customer satisfaction.
- Minimum 3 years of customer-facing project management or service delivery experience.
- Experience in Telecom IT or Engineering.
- Good understanding of management practices and techniques.
- Client-facing solid communication skills, with the capability to communicate at multiple levels in the organization.
- Ability to work in complex environments (multi-cultural/multi-country/geographically distributed teams).
- Ability to work under pressure, with a sense of responsibility and accountability for decisions taken.
- Working knowledge of customer service and product.
- Proficiency in English, both written and verbal, sufficient for success in a remote and largely asynchronous work environment.
**What You'll Get:**
A competitive salary range of £60,000 - £80,000 per year, depending on experience.
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