Customer Success Manager
2 meses atrás
Welcome to 1GLOBAL, a dynamic and innovative force in the intersection of telecommunications and technology. Founded by two visionary technology entrepreneurs, Hakan Koç and Pyrros Koussios, 1GLOBAL is a privately owned company with a clear mission to connect the world, seamlessly. With over 100 million dollars in revenue and being both profitable and cash generative, 1GLOBAL has the ability to fund its massive growth without relying on external funding.
As a global specialty telecommunications provider, 1GLOBAL serves financial institutions, enterprises, mobile network operators, and consumers across 42 countries, offering fully regulated voice, data, and SMS services. As pioneers in the eSIM revolution, we’ve built a complete ecosystem that drives our growth with partners such as Apple, Palo Alto Networks and Google, while attracting customers like Goldman Sachs, JP Morgan, Revolut, Netflix and Tesla.
Join us at 1GLOBAL and be part of that journey of massive growth, while forming the future of the global communication industry
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. This includes service delivery (on-boarding/project management) and in-life/service management throughout the complete contract life cycle, providing high-quality service while exceeding customer expectations. The successful candidate should have experience in mobile services, strong external customer-facing skills, customer service, and project management. They should be a self-starter who can operate independently and be senior enough to represent 1GLOBAL in various customer-facing situations.
What you will do:
- Contract renewal and upselling
- On-Boarding of new or existing accounts / project management
- Ensure customer requirements align with contract and its execution
- Align communications, resources and plans with customer counterparts
- 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
- 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
- Manage Pilots and Trials
- 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 organisation
- 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.
Requirements
What you will bring:
- At least 2 years’ experience in Account 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.
- 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, organisational skills
- Business fluency in German & English is mandatory
Benefits
Why 1GLOBAL?
- Growth Opportunities: Advance your career in one of the fastest growing telecommunications companies, expanding over 40% year-on-year under the leadership of successful tech entrepreneurs.
- Major Transaction Exposure: Be in the driver’s seat for transactions that will have an impact on the future telco industry.
- Work with a Talented Team: From the Board and the Founders to the Senior Management Team, you will collaborate daily with the most capable and renowned external advisors, and constantly being exposed to talented and driven individuals.
- Dynamic Work Environment: Thrive in a collaborative, fast-paced workplace where innovation is encouraged, and every contribution counts.
- Professional Development: Work alongside industry experts to enhance your skills and knowledge in a cutting-edge field.
- International Experience: Gain opportunities to work in different 1GLOBAL offices around the world as you grow within the company.
- Open Communication Culture: Join a team where your ideas are heard, and open dialogue is encouraged, fostering a supportive and transparent work environment.
- Get Things Done Attitude: Be part of a results-driven team that values efficiency, creativity, and the drive to make a tangible impact in the industry.
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.
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